Job Description

Join Our Team

ASM Research employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people.

The Department of Labor (DOL) National Contact Center (NCC) directly supports all DOL's strategic goals by providing American public customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self-service on the web, texting, email, U.S. mail and chat. The DOL-NCC supports public communications by providing live customer service support for telephone, voicemail, texting, faxing, chat, U.S. mail, and email communication methods.

Position Overview

The Customer Service Representative (CSR) plays a significant role on a fully remote team that supports the DOL-NCC. As a CSR, you will be part of a team that supports the overall mission of the NCC by handling daily interactions with the American public.

These positions are permanent, with a tentative end date of 6/4/2026. ASM Start Date: 12/08/2025. Potential Shift Schedules:

• 11:00 AM - 7:30 PM EST-3 open roles
• 11:30 AM - 8:00 PM EST-3 open roles
• 1:00 PM - 9:30 PM EST-1 open role
• 2:30 PM - 11:00 PM EST-4 open roles

Responsibilities

As a CSR, you will have the opportunity to utilize your customer service skills and experience, as well as critical thinking skills, to support American consumers who have labor-related questions, such as questions about paychecks, how to contact a specific department or Government agency, and safety concerns in the workplace. During the handling of these inquiries, you will use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes. A successful candidate will be able to work independently as well as part of a larger team which supports one another throughout the day.

Qualifications

Candidates who do not meet the required qualifications will not be considered.

• High School diploma or General Educational Development (GED) certificate
• A minimum of two years call center customer service experience
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Ability to control the pace, flow of the inquiry, and manage call time effectively
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
• Ability to listen to, empathize with customers, and acknowledge their concerns
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
• Ability to gather and document information to determine a customer's needs, apply problem solving skills, and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to use the web to search and retrieve information
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
• Ability to take direction within a team setting and complete team-related work promptly
• Equivalent to a low-risk public trust background investigation

Additional Characteristics

Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook. Able to work in a fast-paced environment.

Compensation

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

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