On-Site Customer Service Representative
Job Details
CCO Project - Chester, VA
Full Time
High School
$17.11 - $17.11 Hourly

TDB Communications is currently seeking On-Site Customer Service Representatives (Level I) for our Contact Center in Chester, VA. We are looking for enthusiastic, experienced CSRs (Level I) to continue to make a positive impact on our customers.


TDB Communications is a veteran owned 8(a) company serving our clients since 1999.  To prepare you for this endeavor, TDB will offer paid, comprehensive training that will provide you with the tools and resources to assist caller(s) with the highest level of service, support, and professionalism. 

On-site Hours of Operations:

8:00 am to 12:00 am EST (Sunday-Saturday)

CSRs will receive a 10% hourly rate shift differential for hours worked between 7:00pm and 4:59am local time.

Compensation: $17.11 p/h + H&W

This is an SCA position with Health & Welfare (H&W) dollars—also referred to as fringe dollars - are contributed by your employer to help pay for your benefit coverage as required by the Service Contract Act obligation. There is an H&W contribution for every hour you are paid (including PTO, but excluding overtime hours), up to 40 hours per week or as defined by the applicable Wage Determination. This H&W contribution is utilized to pay for benefits. H&W rate: $4.41


Our Benefits include:

  • Benefits available which include medical, dental, and vision
  • $400 New Hire bonus paid out middle of January
  • 11 Paid Holidays 
  • 401(k) Available, with a 4% company match after six months of employment
  • PTO (after 1 year of continued service) 
  • One hour of Sick Time for every 30 hrs worked
  • A variety of shifts that meet lifestyle and family goals
  • Fun, professional, atmosphere 
  • Leadership support to ensure success in a meaningful career
  • Many opportunities for promotion and career advancement


  • Utilize standard technology such as a telephone, e-mail, and web browser.
  • Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims-specific information. 
  • Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
  • Assist the caller with filling out an online application and submitting it electronically to the plan provider for processing.
  • Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
  • Escalate calls as needed and required.
  • Other duties as assigned.
Skills and Experience
  • High School diploma or equivalent required.
  • Minimum 6 months customer service/secretarial/telemarketing experience required.
  • Must be able to speak and read English clearly, professionally, and fluently.
  • Must be able to type a minimum of 20 WPM.
  • Experience working with a PC and the Windows operating system is required.
  • Ability to effectively work within established contractual turnaround times required.
  • Must have excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
  • Ability to work as a member of a team 
  • All personnel will be required to undergo program update training as the program changes.
  • May be required to work holidays and Overtime may be required.

Physical Requirements and Work Environment 

  • Prolonged sitting throughout the workday with occasional mobility required. 
  • Corrected vision within the normal range. 
  • Hearing within normal range. A device to enhance hearing may be provided if needed. 
  • Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone. 
  • Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. 

Screenings Requested  

You will receive requests for a background check regarding this employment opportunity.  You are required to pass a background check to be qualified for the opportunity. You will also need to complete an assessment as part of the screening requirements. Respond to all requests quickly as we anticipate filling our vacancies quickly, and non-responses may result in disqualification for this opportunity.  

Reasonable Accommodation  

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.  

EEO Statement

 TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate