We are currently seeking a Senior Customer Service Representative (CSR) – Client Support to join a remote customer support team. In this role, you will assist customers, providers, and stakeholders by providing accurate information, resolving complex inquiries, processing transactions, and ensuring compliance with program policies and procedures. This position is ideal for individuals who thrive in a fast paced environment, possess strong communication skills, and are committed to delivering exceptional customer service. Must reside in VA - Essential Duties and Responsibilities Respond professionally to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms Provide accurate information regarding eligibility, enrollment, services, and program requirements Investigate, analyze, and resolve complex or escalated customer issues Research beneficiary and case histories using multiple systems and databases Process enrollments, disenrollments, and other program transactions according to quality and compliance standards Interpret customer, provider, beneficiary, and system data to support issue resolution Maintain knowledge of program policies, procedures, and compliance requirements Serve as a liaison between internal departments, health plans, and external partners Support operational functions including contact center activities, forms processing, research, and administrative support Identify trends, operational risks, and service concerns and escalate issues when appropriate Provide feedback regarding process improvements, training opportunities, and operational efficiencies Review knowledge base articles and recommend updates when needed Participate in audits, special projects, and organizational initiatives Support training and knowledge sharing activities Build and maintain positive working relationships with internal and external stakeholders Meet established productivity, quality, and performance goals Maintain confidentiality and security of customer and program information Perform additional duties as assigned

Minimum Qualifications

High School Diploma or GED required Minimum 1 year of relevant professional experience required Equivalent combinations of education and experience may be considered Strong customer service, communication, and problem solving skills Ability to work independently in a remote environment Comfortable navigating multiple computer systems while assisting customers Ability to meet attendance and performance expectations Training Information Training attendance is mandatory, and time off during training is not permitted. Training Schedule: Monday through Friday 8:00 AM to 4:30 PM EST Training Duration: 4 weeks of classroom training Followed by 2 to 3 weeks of nesting/on-the-job training Important: 100% attendance is required throughout training and nesting Candidates must have no preplanned time off during this period Agents will be required to remain on camera throughout training and nesting Failure to meet attendance requirements may result in termination Work Schedule Hours of Operation: Monday through Friday 8:00 AM to 7:00 PM EST Expected Shift: Most likely 10:30 AM to 7:00 PM EST Schedule subject to change based on business needs Equipment & Internet Requirements Equipment will be provided by the client. Internet & Home Office Requirements Candidates must have a reliable, high-speed internet connection. Minimum Recommended Internet Speed: 50 Mbps download 20 Mbps upload Internet Requirements: Traditional wired internet service only No cellular-based internet providers (including T-Mobile Home Internet, Verizon Mobile Internet, etc.) Proof of internet speed will be required Candidates may use: Google Speed Test Speedtest.net to provide a screenshot of internet speed results upon request. Choose 1st Choice — we care about our people, offer great benefits, and create real opportunities to grow. With 20+ years of nationwide staffing success, we're here to help you thrive.