What are the responsibilities and job description for the Customer Service Representative (SNAP Benefits) position at VIATEQ Corporation?
Customer Service Representative to support individuals and families seeking assistance with SNAP (Supplemental Nutrition Assistance Program). In this role, you will be the first point of contact for callers seeking information about eligibility, application status, and program requirements.
The ideal candidate is patient, detail-oriented, and passionate about helping others navigate important public assistance programs. You will provide clear, accurate information while maintaining empathy and professionalism with every interaction.
This is a
remote role for
candidates located in Virginia. Applicants must have a reliable high-speed internet connection and a private workspace suitable for handling confidential information.
Responsibilities:
- Answer inbound and outbound calls from Virginia residents regarding SNAP benefits
- Provide accurate information about program eligibility, application processes, documentation requirements, and benefit timelines
- Assist callers with questions about application status, benefit usage, recertification, and account updates
- De-escalate concerns and provide clear guidance to resolve issues in a professional and supportive manner
- Document all customer interactions accurately in call center systems and case tracking tools
- Maintain strict confidentiality and privacy standards when handling personal and sensitive information
- Follow established quality assurance and call handling procedures to ensure consistent and compliant service
- Utilize multiple systems including call center platforms, databases, and web-based resources to research and resolve inquiries
- Collaborate with supervisors or program specialists when calls require additional assistance or escalation
- Maintain a sufficient reliable private internet connection, not supplied by the use of cellular data, with the ability to hardwire via ethernet cable
Basic Qualifications:
- Must reside in Virginia and be authorized to work in the United States
- High School Diploma or GED
- Strong verbal and active listening skills
- Strong customer service skills
- Strong computer skills
- Ability to multi-task while maintaining accuracy and professionalism
- Ability to sit for extended periods of time while handling calls
- Ability to succesfully pass a background check
- Strong internet connection due to the remote nature of this role
Preferred Qualifications:
- Previous experience supporting public benefits programs or working in a benefits-related call center
- Previous experience as a Customer Service Representative
About VIATEQ:
VIATEQ is a proactive provider of collaborative solutions for government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ's service areas also allow government agencies to respond to competitive pressures and achieve new performance levels.
VIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, flexible spending accounts, professional development reimbursement, and other benefits for you and your family.
Equal Opportunity Statement:
VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.