Contact Center Specialist

Founded in 2014, Crossroads Talent Solutions, LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland, delivering trusted program management, administrative, and mission support services to federal agencies nationwide. For more than a decade, we have supported critical operations for partners including the U.S. Army, U.S. Air Force, U.S. Navy, U.S. Marine Corps, National Guard, Defense Health Agency (DHA), National Oceanic and Atmospheric Administration (NOAA), Small Business Administration (SBA), U.S. Citizenship and Immigration Services (USCIS), U.S. Attorney’s Office (USAO), and the U.S. Department of Agriculture (USDA). Known for our integrity, transparency, and commitment to excellence, Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.

**Contingent Upon Award**

Position Overview

Provides frontline customer service support to applicants and stakeholders, serving as a key resource throughout the hiring process. This role ensures timely, accurate, and professional communication while supporting applicant progression through various stages of pre-employment processing.

Scope of Work Oversight

• Customer service operations (phone, email, and inquiry management)

• Applicant support throughout hiring and pre-employment processes

• Case tracking, documentation, and issue resolution

• Support for contact center reporting and trend analysis

Key Responsibilities

• Respond to calls, emails, and applicant inquiries

• Provide guidance on hiring steps and requirements

• Resolve routine issues and escalate complex cases

• Document interactions and track trends

Qualifications

• High school diploma (or equivalent)

• 2+ years of administrative or HR support experience

• Proficiency with Microsoft Office and standard HR/administrative systems

• Strong communication, organizational, and interpersonal skills

• Ability to perform in a high-volume, fast-paced environment

Work Environment

• Primarily on-site, with presence required to meet mission and operational needs

• Telework may be authorized on a case-by-case basis depending on business requirements

• High-volume, fast-paced environment supporting critical federal hiring operations and national security missions

Benefits

At Crossroads, we invest in our people by offering a comprehensive benefits package that supports your health, financial future, and overall well-being.

• Comprehensive Medical, Dental & Vision

• 401(k) with Employer Match

• Employer-Paid Life & Disability Insurance

• Generous PTO & Paid Holidays

• Flexible Spending Accounts

• Wellness & Employee Assistance Programs

Crossroads Talent Solutions, LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Equal Opportunity Employer/Veteran/Disabled