Customer Service Representative I-Mid Shift / Evening

ASM Research Opportunity

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. Are you ready to make a difference?

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.

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

Shift : Day Shift. 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

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.

What qualifications do I need? Candidates who do not meet the required qualifications will not be considered.

What additional characteristics will help me thrive?