Work from home helping people navigate unemployment insurance and complex benefit questions. This role is ideal if you stay calm under pressure, love problem solving, and want flexible part-time remote hours with a mission-driven contact center.
About Direct Interactions
Direct Interactions is a U.S.-based virtual contact center headquartered in Seattle that partners with public agencies and organizations to improve access to critical services. They focus on hiring a diverse remote workforce, including people with disabilities, veterans, and military spouses, and giving them flexible, meaningful work. Their customer service teams support programs that directly impact people’s lives in moments of real need.
Schedule
- Part-time, seasonal role with potential for full-time based on business needs
- Fully remote within eligible U.S. states (not available in CA, WA, DC, IL, CT, or NY)
- Must be available to work at least 20 hours per week
- Required: 8 hours every Monday with no exceptions
- Hours of operation: Monday through Friday, 8:00 a.m. to 5:00 p.m. EST
- You choose your schedule within those hours (with the Monday requirement)
- Mandatory paid virtual onboarding: tech setup, orientation, training, and nesting over about 9 days with 100 percent attendance required
What You’ll Do
- Answer inbound calls using computer-based phone software and assist callers with unemployment insurance and related benefit questions
- Process, navigate, and research unemployment insurance claims using multiple systems
- Look up information in databases and online tools to resolve complex issues
- Maintain composure and professionalism during escalated or emotional calls
- Handle multiple consecutive calls while staying accurate and efficient
- Work through challenging situations to find acceptable, policy-aligned outcomes for each caller
- Meet performance expectations in a fast-paced, metrics-driven contact center
- Participate in virtual training, coaching, and feedback to continually improve performance
What You Need
- Legally authorized to work in the United States and currently living in an eligible state (role not available in CA, WA, DC, IL, CT, or NY)
- High school diploma or equivalent
- Strong verbal communication skills with clear grammar, tone, and pronunciation
- Proven ability to stay calm, empathetic, and professional with frustrated or anxious callers
- Experience working in a team environment and following structured processes
- Ability to multitask while navigating multiple programs and documenting information
- Comfortable using a computer quickly and accurately
- Typing speed of at least 30 words per minute
- Proficiency with Excel, Word, and Outlook
- Self-starter mindset, reliable attendance, and willingness to meet goals and adapt to change
- Must pass a criminal background check (paid by employer)
Technical Requirements
- Windows 11 desktop or true laptop (no Mac, Chromebook, mini PC, tablet, or streaming devices)
- Minimum 8 GB RAM and 2.0 GHz processor (not in S mode)
- Hard-wired high-speed internet from a U.S.-based ISP (no hotspots, satellite, or 5G home internet)
- At least 25 Mbps download and 3 Mbps upload
- USB wired headset with noise-canceling microphone
- Operational webcam
- Smartphone less than 3 years old for multi-factor authentication
Benefits
- Pay rate 15 dollars per hour as a W2 employee
- Biweekly direct deposit
- Accrued paid time off and sick time
- Fully remote work with flexible scheduling within client hours
- Paid orientation, training, and nesting
If you want honest, impactful work supporting people through complicated systems from the comfort of home, this is a solid entry point into remote customer service.
Ready roles like this fill quickly, especially with fully remote, flexible hours.
Happy Hunting,
~Two Chicks…