Remote Customer Service Associate – Federal Agency Support, Technical Helpdesk & Policy Guidance Specialist
Welcome to LCG – Pioneering Digital Innovation for Federal Health Agencies
At LCG, we are more than a technology consulting firm; we are a catalyst for transformation. For over 25 years, our minority‑owned enterprise has partnered with more than 40 federal agencies, including 21 of the 27 Institutes and Centers at the National Institutes of Health (NIH). Our mission is to accelerate digitization, improve operational efficiency, and deliver mission‑critical technology solutions that advance public health and human services.
Our success is built on a culture of collaboration, continuous learning, and unwavering commitment to excellence. As we expand our remote workforce, we invite passionate professionals who thrive in fast‑paced, customer‑centric environments to join our team and help shape the future of federal IT support.
Position Overview – Remote Customer Service Associate
The Remote Customer Service Associate serves as the front line of support for LCG’s federal partners. You will respond to inquiries about program policies, technical issues, and operational procedures using approved scripts, knowledge‑base articles, and user guides. Interactions will occur across phone, email, and live‑chat channels, requiring a blend of clear communication, technical acuity, and a customer‑first mindset.
This role is fully remote (based out of Rockville, MD) and offers a competitive salary range of $45,000 – $60,000, with a target band of $53,000 – $57,000. A comprehensive benefits package—including health, dental, vision, retirement contributions, and professional development opportunities—supports both your personal well‑being and career growth.
Key Responsibilities – Delivering Outstanding Service Every Interaction
Customer Interaction & Issue Resolution
- Respond promptly and courteously to inbound inquiries regarding program policies, technical troubleshooting, and operational guidance via phone, email, and live chat.
- Leverage approved scripts, FAQs, user guides, and Knowledgebase Articles to ensure information is accurate, consistent, and aligned with agency standards.
- Provide clear, concise, and step‑by‑step instructions to guide customers through basic technical issues, such as login problems, software configuration, and system navigation.
- Document every interaction meticulously in the ticketing system, capturing details that enable future reference and trend analysis.
- Update customer records with relevant notes, resolutions, and follow‑up actions after each contact.
- Escalate unresolved or complex issues to the appropriate tier or specialist team, ensuring seamless hand‑off and timely resolution.
Knowledge Management & Continuous Improvement
- Maintain up‑to‑date familiarity with all Knowledgebase Articles, policy revisions, and system updates to provide the most current information.
- Participate actively in regular training sessions, team meetings, and knowledge‑sharing forums.
- Identify recurring questions or pain points and recommend enhancements to scripts, FAQs, or support documentation.
- Contribute ideas for process improvements that boost efficiency, reduce handling time, and elevate the overall customer experience.
Collaboration & Team Support
- Work closely with peers, technical support engineers, and program managers to ensure a unified approach to problem solving.
- Assist teammates in using Microsoft 365 Copilot to streamline workflow, generate communication templates, and produce concise service reports.
- Provide mentorship to newer associates by sharing best practices and offering constructive feedback.
Essential Qualifications – The Foundations of Success
- Education: High school diploma or GED required; Associate’s or Bachelor’s degree in a related field preferred.
- Experience: Demonstrated experience in a customer service, help‑desk, or call‑center environment, preferably serving federal or large‑scale enterprise clients.
- Communication: Excellent verbal and written communication skills, with the ability to translate technical jargon into easy‑to‑understand language.
- Technical Proficiency: Familiarity with help‑desk software (e.g., ServiceNow, Zendesk), ticketing systems, and basic IT concepts such as operating systems, network connectivity, and software troubleshooting.
- Attention to Detail: Ability to follow prescribed scripts and documentation accurately while still delivering a personalized experience.
- Problem‑Solving: Strong analytical skills to diagnose issues, propose solutions, and recognize when escalation is required.
- Multitasking: Capacity to manage multiple concurrent inquiries while maintaining quality and timeliness.
- Eligibility: Ability to obtain and maintain a Public Trust clearance.
Preferred Qualifications – What Sets Top Performers Apart
- Proven expertise in leveraging Microsoft 365 Copilot to automate routine tasks, produce polished communication drafts, summarize interactions, and create training materials.
- Experience guiding teams on best practices for integrating AI‑assisted tools into daily workflows, thereby enhancing collaboration and efficiency.
- Advanced certifications such as ITIL Foundation, HDI Customer Service Representative, or related industry credentials.
- Prior exposure to federal health‑care programs, NIH initiatives, or other HHS‑related systems.
Core Skills & Competencies – The Traits That Drive Excellence
- Customer‑Centric Mindset: An innate desire to help, anticipate needs, and exceed expectations.
- Empathy & Patience: Ability to remain calm and supportive, especially when customers are frustrated or confused.
- Adaptability: Comfortable navigating shifting priorities, new technologies, and evolving policy landscapes.
- Collaboration: Strong team player who contributes positively to group dynamics and shared goals.
- Continuous Learning: Proactive approach to upskilling, acquiring new certifications, and staying ahead of industry trends.
- Time Management: Efficient handling of high‑volume inquiries while meeting service level agreements (SLAs).
- Critical Thinking: Ability to dissect problems, identify root causes, and propose logical, effective solutions.
Career Development & Learning Opportunities – Grow With LCG
LCG invests heavily in the professional growth of its employees. As a Remote Customer Service Associate, you will have access to:
- Structured Onboarding: A comprehensive orientation program that introduces you to LCG’s mission, tools, and operational processes.
- Mentorship Programs: Pairing with seasoned technical support leaders who provide guidance, feedback, and career coaching.
- Continuing Education: Subsidized certifications (e.g., CompTIA, ITIL, Microsoft) and tuition assistance for relevant coursework.
- Internal Mobility: Clear pathways to advance into senior support roles, quality assurance, training specialist, or even project management positions.
- Leadership Development: Opportunities to lead small project teams, pilot new support initiatives, or become a subject‑matter expert in a niche technology.
- Cross‑Functional Exposure: Collaboration with LCG’s IT, cybersecurity, and program management teams, broadening your understanding of the full service delivery lifecycle.
Work Environment & Culture – Thrive in a Remote‑First Setting
LCG’s remote workforce is anchored by a vibrant, inclusive culture that values transparency, innovation, and work‑life balance. Key cultural pillars include:
- Flexibility: While we maintain core business hours for collaboration, you have autonomy over your schedule to accommodate personal commitments.
- Team Connectivity: Regular virtual coffee chats, town halls, and collaborative platforms (Microsoft Teams, Slack) keep remote teammates connected and engaged.
- Recognition & Rewards: Quarterly awards, peer‑nominated accolades, and performance bonuses celebrate outstanding contributions.
- Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, fostering diverse perspectives and equitable opportunities.
- Health & Wellness: Access to virtual wellness programs, mental‑health resources, and ergonomics guidance for home office setups.
Compensation, Benefits & Perks – A Comprehensive Rewards Package
- Competitive Salary: $45,000 – $60,000 annually, with a target range of $53,000 – $57,000, calibrated to experience, education, and certifications.
- Health Benefits: Choice of medical, dental, and vision plans with employer contributions.
- Life & Disability Insurance: Coverage to protect you and your loved ones.
- Retirement Savings: 401(k) plan with company match to help you build a secure future.
- Paid Time Off: Generous vacation accrual, sick leave, federal holidays, and additional paid leaves for personal needs.
- Professional Development: Funding for certifications, conferences, and online learning platforms.
- Technology Stipend: Budget to outfit your home office with ergonomic furniture, high‑speed internet, and necessary peripherals.
- Employee Assistance Program (EAP): Confidential counseling and support services.
Commitment to Fair and Inclusive Practices
LCG is an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We strive to create a workplace where every individual feels respected, valued, and empowered to contribute their best.
Application Process – Simple, Transparent, and Candidate‑Focused
We have streamlined the application journey to respect your time.
- Submit Your Resume: Click the “Apply Now” button below, attach your updated resume, and provide a brief cover letter outlining why you’re the ideal fit.
- Screening Interview: Our recruiting team will reach out to schedule a 30‑minute conversation to discuss your background and answer any questions.
- Assessment & Technical Review: Candidates may be asked to complete a short situational exercise or knowledge‑check relevant to the role.
- Final Interview: A virtual meeting with the hiring manager and a senior team member to explore fit, culture, and career aspirations.
- Offer & Onboarding: Upon a successful interview process, you’ll receive a formal offer, followed by a comprehensive onboarding experience.
We are committed to maintaining open communication throughout each stage. If you need accommodations at any point, please contact our Human Resources department at [email protected].
Secure Your Future – Apply Today
If you are motivated to deliver exceptional service, eager to work within a mission‑driven federal environment, and ready to thrive in a remote‑first culture, we invite you to join LCG’s growing team of innovators.
Take the next step in your career—click “Apply Now” and become part of a purpose‑driven organization that values your talent, encourages your growth, and celebrates your success.
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