Customer Service Representative

Customer Advocate

We are looking for compassionate customer service professionals who want to help others. English and Bilingual (English/Spanish) positions are available. Working at ICF means applying a passion for meaningful work on the leading issues of our day. Smart, compassionate, and innovative, ICF believes in growing the careers of our employees.

We are seeking self-motivated and energetic individuals to join our team of Customer Advocates to work from our Martinsville, VA facility or remotely. Ideal candidates will possess a passion for providing services for older American who may be victims of financial fraud. We need individuals who are empathetic, respectful, professional, courteous, eager-to-learn, and ready to make a career with us.

Technical and programmatic training will be provided. Candidates must be willing to work assigned shifts during the program hours of 9:30 am to 6:00 pm ET. 

Key Responsibilities Include: 

• Respond to customer inquiries and requests for information, provide guidance as defined in approved reference guides, policies, and procedures.
• Advocate on behalf of the customer and accurately document customer interactions.

• Actively listen to customer and take initiative to seek actionable solutions to customer goals or problems.

• Complete all commitments offered to customer in a timely manner, i.e., call backs.
• Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
• Perform the assigned duties with minimal supervision, but also work in a team problem-solving environment. 
• Follow all policies and guidelines set by company.
• Maintain confidentiality regarding company and customer information.
• Must have no financial or other potential conflicts of interest that would impair one’s ability to provide fair and unbiased advice and assistance to callers.
• Ability to work with minimal day-to-day direction.
• Superior interpersonal skills including courtesy, professionalism, empathy, and cooperative attitude.
• Ability to use a computer and navigate at high functionality.
• Excellent oral and written communication skills.

 Qualifications

• High school diploma or equivalent required, college degree or some college training preferred.
• Must successfully pass criminal background checks.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, …