Customer Service Representative
About the job
- Call center experience is required.
- A high school diploma is required.
- Ability to identify problems, troubleshoot, and solve problems.
- Ability to conduct thorough analysis with a quality focus.
- Ability and desire to learn new topics quickly and work independently and in a team setting in a fast-paced environment under time constraints.
- Customer service focus.
- Ability to establish and maintain an effective follow-up system for timely and accurate handling of information requests.
- Good verbal, listening, and written communication abilities.
- Positive and confident telephone skills.
- Basic computer skills, including Microsoft Office software such as Word and Excel, and internet use.
- Efficient keyboarding and typing skills.
- Knowledge of information technology help desk concepts and procedures.
- Professionalism and strong interpersonal abilities.
- Answer, evaluate, and prioritize incoming telephone, voicemail, email, online, fax, and in-person requests for assistance from customers and stakeholders.
- Use scripted and unscripted questions to interview customers and stakeholders, collect information, and guide callers through diagnostic procedures to resolve inquiries.
- Provide general and detailed explanations and information in clear, easy-to-understand language to customers and stakeholders.
- Handle problem recognition, research, isolation, resolution, and follow-up for routine customer inquiries.
- Research inquiries and information using provided sources, including information sheets, handbooks, training materials, and the internet.
- Document, log, and track calls using a problem-management database or ticket system, and maintain history records and related problem documentation.
- Perform other duties as assigned.
About the company
The net.America Corporation manages grant programs, modernizes IT and case management systems, and runs contact centers for federal, defense and state government agencies. Federal clients such as FEMA, HUD and HHS use it to track how grant money is spent and meet reporting rules, while state clients use it for public health reporting. Its workforce development division helps employers and schools design registered apprenticeship programs that pair paid jobs with classroom instruction. Agencies pay the company under government contracts and task orders for program management, software development and help desk support. The company was founded in 2000 and is headquartered in Upper Marlboro, Maryland.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Upper Marlboro, MD
Founded
2000
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Simplify's Take
What believers are saying
- Some roles sit inside a federal lab: net.America has supported EPA lab IT at Fort Meade, Maryland, since 2018.
- Leadership is long-tenured: net.America's founder still serves as CEO, and its chief information officer joined in 2007.
- Workforce staff have partnered with colleges: net.America helped Jarvis Christian University, a historically Black university in Texas, build apprenticeship pathways.
What critics are saying
- Its Labor Department apprenticeship contract has ended: federal award data shows it ran from September 2020 to March 2026.
- Prime work is concentrated: federal prime award data shows one active net.America contract order, running through February 2027.
- Academy roles were grant-backed: net.America's Labor Department grant for its Job Corps IT academy pilot ended March 2026.
What makes The Net America unique
- Set-aside contracts are open to it: the Small Business Administration certifies net.America as an economically disadvantaged woman-owned business.
- Agencies order through standing contracts: its GSA schedule runs to April 2031, and it holds two OASIS+ services awards.
- Its books meet federal audit rules: net.America says the Defense Contract Audit Agency has audited its accounting systems.
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