Customer Care Support Center Agent

Grow, innovate, and generate progress: Harness your expertise to solve challenges and celebrate success! 

JCS Solutions LLC is seeking a Customer Care Support Center Agent to support the Arlington National Cemetery Customer Service Center.

This position combines document processing, case care, records maintenance, and customer service in support of families, veterans, active-duty service members, funeral homes, government agencies, and members of the public.

The Customer Care Support Center Agent is responsible for accurately reviewing, processing, documenting, and maintaining customer requests and supporting documentation while also providing professional assistance through telephone, email, fax, and other communication channels.

A significant part of this role involves ensuring that cases and documents are processed completely, accurately, and in a timely manner. Agents must be comfortable working with detailed information, following established procedures, maintaining accurate records, identifying missing or incomplete information, and ensuring cases are properly documented before completion.

Because many customers may be experiencing grief, stress, or other sensitive circumstances, this position also requires a high level of empathy, patience, professionalism, and attention to the customer experience.

What’s in it for you: 

• Join a premier technology firm specializing in innovative solutions.  
• Be part of a collaborative, inclusive, and innovative work culture.  
• Enjoy tremendous growth potential in a high-performing team environment.  
• A robust benefits package: 
• Health, dental, and vision insurance  
  • Life insurance  
  • Short-and-long term disability  
  • Paid time off (PTO)  
  • 401k retirement plan with employer match 
  • Annual Professional Development Reimbursement Program  
  • And more! 

What You Will Do

Document Processing & Case Management

• Review, process, and maintain customer records, case documentation, forms, correspondence, and supporting materials.
• Accurately enter and update information within designated case management and customer service systems.
• Review documentation for accuracy, completeness, and consistency before processing or advancing a case.
• Identify missing, incomplete, or conflicting information and take appropriate action to obtain clarification or additional documentation.
• Maintain organized and complete electronic case files in accordance with established procedures.
• Document case activity, customer interactions, actions taken, and relevant supporting information.
• Process incoming documentation received through email, fax, electronic systems, and other approved channels.
• Track assigned cases and documents through completion and ensure required processing steps are completed.
• Conduct appropriate follow-up on outstanding information or documentation to help prevent unnecessary delays.
• Research case information using approved systems, procedures, and knowledge resources.
• Route or escalate cases requiring additional review to the appropriate government official, subject matter expert, or designated team member.
• Protect personally identifiable information and other sensitive information in accordance with applicable privacy and security requirements.

Customer Service & Customer Care

• Serve as a primary point of contact for family members, veterans, military personnel, funeral homes, government agencies, and members of the public.
• Respond to customer inquiries through telephone, email, fax, and other established communication channels.
• Provide professional, compassionate, and respectful service during every customer interaction.
• Assist customers who may be experiencing grief, stress, frustration, or emotionally sensitive circumstances.
• Listen carefully to customer needs, research available information, and provide clear and accurate guidance.
• Explain processes, documentation requirements, next steps, and available resources in an easy-to-understand manner.
• Provide information regarding Arlington National Cemetery services, procedures, scheduling, eligibility requirements, visitation, and related programs.
• Maintain professionalism and composure while managing difficult or sensitive customer interactions.
• Take ownership of customer requests by ensuring appropriate documentation, follow-up, and case disposition.
• Escalate complex inquiries appropriately while maintaining continuity of service for the customer.

Quality, Productivity & Team Support

• Balance document-processing responsibilities with incoming customer service workload.
• Meet established expectations for accuracy, case completion, productivity, responsiveness, and customer service quality.
• Follow established procedures, work instructions, quality standards, and documentation requirements.
• Maintain strong attention to detail while processing a high volume of customer interactions and documentation.
• Manage multiple cases and priorities in a fast-paced Customer Care Support Center environment.
• Participate in training, coaching, quality reviews, and continuous improvement activities.
• Identify recurring documentation or customer service issues and communicate them to team leadership when appropriate.
• Work collaboratively with Customer Care Support Center team members, government personnel, and other support organizations.
• Perform additional duties as assigned by the Team Lead or program leadership.

What You Will Bring

• Must be a U.S. Citizen.
• Must possess a Secret Security Clearance.
• Minimum of two years of experience in customer service, document processing, administrative support, case management, contact center operations, records management, family assistance, or a related field.
• Strong document review, data entry, and records-management skills.
• Demonstrated ability to process information accurately and pay close attention to detail.
• Ability to maintain complete and accurate case documentation.
• Excellent verbal and written communication skills.
• Strong customer service skills with the ability to communicate professionally with customers from a wide variety of backgrounds.
• Ability to interact effectively and compassionately with individuals experiencing grief, stress, frustration, or other emotional circumstances.
• Strong organizational and time-management skills.
• Ability to manage multiple cases, documents, and customer requests simultaneously.
• Ability to follow detailed procedures and consistently apply established processing requirements.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Ability to learn and effectively use electronic case management, customer relationship management, and document-processing systems.
• Ability to work effectively both independently and as part of a team.
• High School Diploma or equivalent required.

How you will wow us:

• Previous experience in document processing, case processing, records management, or administrative case review.
• Experience working in a customer contact center, call center, customer care center, or public-facing service environment.
• Experience using Microsoft Dynamics 365 or another CRM/case management platform.
• Previous experience supporting military personnel, veterans, or military families.
• Familiarity with Department of Defense or federal government operations.
• Experience working with personally identifiable information or other sensitive records.
• Experience working in a high-volume environment with established productivity and quality standards.
• Associate's or Bachelor's degree.
• Bilingual communication skills.

• Customer Experience: Strive for excellence and delight our clients 
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions 
• Accountability: Take ownership of and pride in our actions and service delivery 
• Inspire: Be inspired to be your best self and have fun in the process 
• Integrity: Do the right thing, the right way, every time! 
• Stewardship: The careful and responsible management of something entrusted to our care. 

NOTICE: Please be aware that all JCS Solutions communications related to job interviews and offers from our recruiting team will only come from @JCSSolutions.com. We want to emphasize that we do not conduct any interviews over Discord, Slack, Skype, Zoom, or any chat app.