About Our Mission
The Public Safety Officers' Benefits (PSOB) Program serves as the first point of contact for America's public safety officers and their families seeking essential benefits support. Our call center team handles sensitive inquiries with compassion and professionalism, providing crucial guidance during challenging times. We process over 1,500 claims annually, including death benefits, disability claims, and educational assistance applications.
Role Overview
As a Customer Call Specialist I, you will serve on the front lines of our program, operating within our BJA PSOB Customer Call Center. This position represents the first voice many families hear when seeking assistance, requiring a unique blend of empathy, professionalism, and attention to detail. You'll handle incoming calls through our toll-free number, providing information and guidance while maintaining the highest standards of customer service.
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\n$33,901 - $44,646 a year
Required Qualifications
Education: High School Diploma
Experience: One (1) year of customer service experience
Additional Skills: Strong communication abilities, empathy, and professional phone manner
Core Responsibilities
Call Center Operations:
- Staff the toll-free customer service line during operational hours (8:00 AM - 5:00 PM Eastern Time)
- Handle incoming inquiries with professionalism and compassion
- Provide accurate program information to callers
- Document all calls in the PSOB 2.0 Portal
- Process and distribute incoming correspondence
Customer Service Excellence:
- Respond to general PSOB inquiries
- Forward specialized calls to appropriate PSOB staff
- Maintain detailed call records
- Track and document call metrics
- Provide empathetic support to distressed callers
Administrative Support:
- Process incoming physical and electronic mail
- Maintain accurate documentation
- Track closed and archived cases
- Perform scanning duties as required
- Assist with correspondence preparation
Work Environment
Our modern call center environment includes:
- 100% remote work capability
- Government-furnished equipment
- Professional home office requirement
- Structured daily schedule
- Supportive team environment
Technical Requirements
Position requires proficiency in:
- PSOB 2.0 Portal system
- Call center technology
- Microsoft Office Suite
- Documentation systems
- Remote communication tools
Schedule
- Monday through Friday
- Core hours: 8:00 AM - 5:00 PM Eastern Time
- 8-10 hour workday
- Flexible scheduling after 90-day probation
- Federal holidays observed
Security Requirements
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance
- Minimum Background Investigation (MBI)
- Public Trust Position clearance
- Information security protocol adherence
Professional Development
We support your growth through:
- Comprehensive initial training
- Ongoing skill development
- Career advancement opportunities
- Regular performance feedback
- Professional certification options
Federal Benefits Package
- Competitive federal salary
- Health benefits (FEHB)
- Life insurance (FEGLI)
- Retirement benefits (FERS)
- Thrift Savings Plan (TSP)
- Annual and sick leave
- Paid federal holidays
- Professional development
- Remote work flexibility
Impact Metrics
You'll contribute to processing:
- 750 death benefit applications
- 150 disability claims
- 600 educational assistance applications
- 150 hearing officer appeals
- 65 BJA Director appeals
Essential Qualities
Success in this role requires:
- Exceptional phone manner
- Strong emotional intelligence
- Attention to detail
- Professional demeanor
- Reliable performance
- Team orientation
\nJoin Our Team
If you're passionate about helping others and have strong customer service skills, we encourage you to apply. This entry-level position offers an excellent opportunity to begin a meaningful career in federal service while making a difference in the lives of public safety officers and their families.