Work from home helping people navigate unemployment insurance claims while building real contact center experience with a company that actually cares about who’s on the phones. This role is ideal if you’re patient, calm under pressure, and want flexible, part-time or full-time hours without commuting anywhere.
About Direct Interactions
Direct Interactions is a U.S.-based, fully remote contact center headquartered in Seattle. They partner with government agencies and organizations to improve public service through empathetic, high-quality customer support. Their mission is people-first on both sides: they actively hire veterans, military spouses, and people with disabilities, while helping callers get through some of the most stressful situations of their lives.
Schedule
- Status: Part-time, Full-time, and Temporary options
- Hours of operation: Monday–Friday, 8:00 am to 5:00 pm EST
- Minimum: At least 20 hours per week
- Mandatory: 8 hours every Monday (no exceptions; if a holiday is on Monday, the 8 hours move to Tuesday)
- You choose your schedule within the client’s hours (outside of the Monday requirement)
- Seasonal role with potential to move to full time based on business needs
- 100% virtual training and nesting over about 10 days (paid; full attendance required)
- Must live in the United States (but not in California, Washington, Washington, DC, Illinois, Connecticut, or New York)
- Ohio residents are preferred
What You’ll Do
- Answer incoming calls via computer-based phone software and assist customers with complex unemployment insurance questions
- Process, navigate, and research unemployment insurance claims using multiple systems and databases
- Stay calm, professional, and empathetic with callers who may be frustrated, anxious, or confused
- Research information to resolve issues and guide callers toward the correct next steps for their specific situation
- Handle multiple responsibilities at once while maintaining accuracy and composure
- Work in a fast-paced contact center environment, taking consecutive calls back-to-back
- Document interactions accurately while following program guidelines and procedures
What You Need
- Current U.S. resident and legally authorized to work in the United States
- High school diploma or equivalent
- Strong verbal communication skills with clear grammar, pronunciation, tone, and active listening
- Ability to stay calm under pressure, even during escalated or emotional calls
- Demonstrated empathy and patience with people in stressful situations
- Experience working in a team environment (collaborating, problem-solving with others)
- Ability to multitask and navigate multiple programs while talking to customers
- Must type at least 30 words per minute
- Comfortable working with Excel, Word, and Outlook
- Flexible mindset, willing to adapt to changes and chase goals
- Self-starter who can stay on task without someone standing over your shoulder
- Must pass a criminal background check (paid for by Direct Interactions)
Technical Requirements
- Desktop (preferred) or true Windows laptop running Windows 11 (no Windows 10, no S mode)
- Minimum 8GB RAM and 2.0 GHz processor or higher
- Hard-wired high-speed internet via a U.S.-based ISP (no Wi-Fi, no satellite, no hotspots, no T-Mobile Home Internet, no 5G internet)
- USB wired headset with noise-canceling microphone
- Smartphone less than 3 years old to install required authentication app
- Operational webcam
- Second monitor strongly recommended (but not required)
- Apple/Mac computers, Chromebooks, tablets, mini PCs, Android systems, and streaming-style laptops are not compatible
Benefits
- Pay rate: 15 dollars per hour (W2 employee, not 1099)
- Biweekly direct deposit
- Paid time off (accrued)
- Sick time
- Health and medical/dental insurance plans available after 60 days worked
- Paid tech setup, orientation, training, and nesting
If you want a fully remote role where your calm voice and patience actually matter to people on the other end of the line, this is a solid, straightforward way to earn steady income from home.
Happy Hunting,
~Two Chicks…