Customer Service Specialist (CSS)

Role Overview

The Customer Service Specialist supports veterans throughout the claims assistance process by managing follow-ups, preparing documentation packets, coordinating invoicing, and facilitating prep calls for medical evaluations. This role plays a key part in delivering a smooth, informed, and supportive experience for every veteran. This position requires flexibility and adaptability, as team members are expected to be cross-trained across functions and possibility of assigned to different responsibilities based on operational needs.

Core Responsibilities

• Conduct follow-ups to ensure veterans remain engaged and informed
• Gathering relevant details and setting expectations
• Prepare and review packets for accuracy and completeness
• Assist with invoicing, including payment tracking and communication
• Lead prep calls to prepare veterans for DBQ/medical exams
• Maintain accurate documentation and case updates

Cross-Training & Role Flexibility

• Willingness to be trained across multiple functions (customer care, admin, training support)
• Ability to transition between tasks such as calls, documentation, and coordination work
• Open to shifting roles or priorities based on team and business needs
• Proactive in learning new processes and supporting other team functions when required

Qualifications

• Strong communication skills (phone, email , messaging)
• Highly organized with strong attention to detail
• Ability to manage multiple cases and deadlines
• Dependable with strong attendance and accountability
• Comfortable handling sensitive and confidential information

Additional Terms

1. Daily Zoom attendance is required with camera turned on.
2. Attire must include red, blue, white, or black.
3. Camera view must be shoulders up.
4. No other employment or freelance work is permitted during assigned work hours.
5. Applicants must be fully available and dedicated during their scheduled shift.

How to Apply

Please submit:
1. Updated Resume
2. 1–2 Minute Video Introduction (related skills and experience)