Job Description

Remote Inbound Call Center Representative

Make an Impact Without Leaving Home

Looking for a remote job where your work matters?

Join Principle Choice Solutions (PCS) and help support Veterans by answering questions, solving problems, and connecting callers to the information they need. Every conversation is an opportunity to make someone's day a little easier.

Whether you're experienced in customer service or looking to grow your career, we'll provide the training, tools, and support you need to succeed.

100% Remote | Paid Training | Equipment Provided | Full-Time Benefits

Why You'll Love Working Here

• Meaningful work supporting Veterans across the country
• Fully remote position with company-provided equipment
• Paid training and ongoing support
• Full-time employment with a set schedule
• Opportunities for career growth and advancement
• Supportive team environment
• Medical, dental, and vision coverage
• Paid time off, paid sick time, and 11 paid holidays
• 401(k) with employer matching
• Tuition assistance and employee support programs

Compensation

• $16.72/hour base wage
• $4.93/hour Health & Welfare Benefit (available for up to 40 hours per week)
• $16.72 + $4.93 = 21.65/hour (first 40 hours a week)

Please Note: This remote position is listed under Biloxi, MS; however, pay is based on the applicable Service Contract Act (SCA) wage determination for the county in which the associate actually resides and performs work. As a result, the final hourly rate may differ from the posted rate depending on the associate's work location.

What You'll Do

As an Inbound Call Center Representative, you'll be the first point of contact for Veterans and healthcare providers seeking assistance and information.

Your responsibilities will include:

• Answering incoming calls in a professional and friendly manner
• Assisting Veterans and providers with questions regarding services and support programs
• Researching information and helping callers find solutions
• Documenting call details accurately within multiple systems
• Providing exceptional customer experience on every interaction
• Building positive relationships through empathy, patience, and problem-solving
• Meeting quality and performance expectations while maintaining accuracy
• Collaborating with teammates and leadership to continuously improve service delivery

No cold calling. No sales. No collections. Just helping people.

What a Typical Day Looks Like

Wondering what your day-to-day would look like? Here's a glimpse:

Start Your Day

• Log in from the comfort of your home office.
• Check for any updates and get your systems ready for the day.
• Connect with your team and get set to help callers.

Help Veterans and Providers

• Answer incoming calls from Veterans, caregivers, and healthcare providers.
• Listen, ask questions, and help callers find the information they need.
• Provide friendly, professional support while creating a positive experience on every call.

Use Your Problem-Solving Skills

• Navigate multiple systems while speaking with callers.
• Research information and resolve questions in real time.
• Accurately document call details and next steps.

Make a Difference

• Every call is an opportunity to help someone.
• You'll support Veterans by providing information, guidance, and solutions with empathy and care.
• Some conversations may be simple, while others require a little extra patience and problem-solving.

Keep Learning and Growing

• Participate in coaching, training, and team meetings.
• Build new skills and gain experience in a professional customer service environment.
• Work toward quality and performance goals while receiving support from your leadership team.

Wrap Up Your Day

• Finish documenting any outstanding items.
• Make sure callers have received the assistance they need.
• If you're scheduled for closing coverage, you may occasionally stay a little beyond your shift to ensure all calls in queue are answered.

You're a Great Fit If You:

• Enjoy helping people and making a difference
• Communicate clearly and professionally
• Thrive in a fast-paced environment
• Can multitask between phone calls and computer systems
• Have strong attention to detail
• Are dependable and self-motivated while working remotely
• Want a stable career with opportunities to learn and grow

Required Qualifications

• U.S. Citizenship (work sponsorship not available)
• Two forms of valid identification (one must be a REAL ID-compliant or U.S. Passport)
• Ability to obtain and maintain a VA government background investigation
• Excellent customer service and communication skills
• Strong problem-solving abilities
• Ability to work independently and as part of a team
• Ability to ensure end-of-day coverage by remaining on duty until all calls in the queue are resolved. This may require staying beyond your scheduled shift when assigned to closing coverage and may result in overtime.

Preferred Qualifications

• 1+ year of call center experience
• Customer service experience
• Experience in healthcare, insurance, government services, or related support environments
• Experience handling a high volume of inbound calls

Working Environment

This is a fully remote position in a professional home office environment.

Associates will spend the majority of their day:

• Using a computer and telephone headset
• Navigating multiple software systems
• Speaking with customers over the phone
• Documenting information accurately and efficiently

Paid training and all required equipment will be provided.

Security and privacy training will also be provided to protect the confidentiality, integrity, and availability of PCS associates and customer information.

Make a Difference From Home

At PCS, you're not just answering calls - you're helping Veterans access important information and support while building a rewarding career with a company that values service, teamwork, and professional growth.

Apply today and join a team that's making a difference, one call at a time.

Equal Opportunity Employer

PCS is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Fraud Prevention Notice

PCS will never ask applicants to send money, cash checks, purchase equipment, or provide payment information during the hiring or onboarding process. If you receive such a request from someone claiming to represent our company, it is fraudulent. Please report suspicious messages to HR@principlechoice.com.