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Virtual Customer Support Specialist – Part-Time

Remote Positions


Job Description

Are you passionate about using your expertise and experience in customer support to positively impact the lives of people around the world?

Then ICF would love to meet you!

As a Customer Support Specialist, our successful team members use their technical, customer service and critical thinking skills to provide rewarding support to our customer base that is mostly comprised of the elderly.

ICF is currently looking for dynamic individuals that thrive in an environment where making a difference is top priority! If you are looking for an exciting opportunity that places you on the front line to support victims of financial fraud continue reading below!

Responsibilities of the Customer Service Representative

  • Working current project hours of 9:30AM-6:00PM EST (Mon-Fri) to support our call queue.
  • Accessing various software, systems, and tools on a work laptop to successfully do the job.
  • Taking back-to-back calls from our customer hotline dealing with complex situations that pertain to various types of potential fraud.
  • Following documented processes and procedures to provide accurate information and unbiased advice based on call handling procedures.
  • Multi-tasking while on calls to collaborate with multiple levels of support to resolve caller’s concerns (Tier 2, Tier 3).
  • Overcoming challenges that may have an emotional impact on your ability to handle calls.
  • Collaborating and communicating effectively in a virtual environment to stay abreast of any changes that occur in a fast-paced environment.
  • Completing other tasks/duties as assigned by leadership.

Requirements of the Customer Representative Inbound

  • A High School diploma or equivalent. A college degree or some college coursework is preferred.
  • The ability to successfully pass a criminal background check.
  • The ability to work from home with a dedicated space to focus on your daily work tasks.
  • The flexibility to work the days/hours required to be successful in this role. Specialists currently work Mon-Fri, so no weekends!
  • At least 1 year of relevant Call Center experience providing customer support dealing with complex situations. Preferably regarding various types of fraud.
  • The technical ability to effectively utilize a computer to access customer information and resources to successfully handle calls.
  • The ability to apply critical thinking to each caller’s situation while following documented processes and procedures.
  • The ability to advocate for each caller while providing accurate information and unbiased advice.
  • The ability to overcome the common challenges Customer Support Specialist face (customer frustration, customer pushback, emotional impact, dealing with unknown situations).
  • The ability to communicate effectively with callers and other team members as well as leadership.
  • Dynamic people skills that demonstrate professionalism, empathy, respect, patience, and being a team player in everything that you do.

Job Detail




We’re an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Job Type



  • Day shift
  • Monday to Friday


  • 1 year



Work Location