About Vonis Solutions
Vonis Solutions is a growing customer support company with over 20 years of combined call center and customer service experience. We support government and private-sector clients with professional, compassionate, and efficient phone-based support. We are expanding our team to support the Housing Authority of Baltimore City’s Housing Choice Voucher Program (HCVP).

Position Summary

The Call Center Agent is responsible for handling inbound calls from Housing Choice Voucher Program participants, applicants, landlords, and the general public. You will provide accurate information, document each interaction, and route complex issues to the appropriate staff while delivering professional, courteous service on every call. This is a full-time W-2 contract position tied to a client contract term, with the possibility of renewal based on performance, attendance, and client needs.

Key Responsibilities

Reports to: Call Center Supervisor

• Answer inbound calls in a professional, courteous manner within established service levels.
• Provide clear information and basic guidance related to the Housing Choice Voucher Program (training provided).
• Look up and update caller information in our CRM (Monday.com) and other systems as required.
• Accurately document call details, outcomes, and any follow-up needed.
• Use established scripts, FAQs, and reference materials while exercising sound judgment.
• De-escalate frustrated callers and route complaints through the proper channels.
• Escalate complex or sensitive issues to the supervisor or designated Housing Authority contacts.
• Direct callers to online resources, forms, or self-service tools when appropriate.
• Protect confidential information and follow all privacy, security, and compliance requirements.
• Meet or exceed performance expectations, including attendance, quality standards, and productivity metrics.

Qualifications

Required:

• High school diploma or GED.
• 2+ year of customer service experience (call center, retail, help desk, or similar).
• Strong verbal communication skills and a professional phone presence.
• Comfortable using computers, web-based systems, and typing while talking.
• Ability to follow scripts and procedures while maintaining empathy and patience.
• Reliable, consistent attendance and punctuality.

Preferred:

• Previous call center or high-volume phone experience.
• Experience working with government programs, housing programs, healthcare, or social services.
• Familiarity with CRM tools (e.g., Monday.com) or ticketing systems.
• Bilingual (English/Spanish or other languages) is a plus.

Equipment Requirements

Because this is a remote call center position, agents must provide and maintain their own equipment, including:

• Reliable computer or laptop capable of running web-based applications
• Stable high-speed internet connection (we will run a test to ensure you have the speed needed to operate under this client)
• USB or wired headset with clear audio and microphone
• Quiet, distraction-free workspace suitable for handling confidential calls

Vonis Solutions will provide access to required software platforms and training materials.

Schedule & Compensation

• Schedule: Primarily Monday–Friday, 8:30 a.m. – 4:00 p.m. Eastern Time (subject to client needs).
• Status: Full-time W-2 contract aligned with the client contract term; renewal is possible based on performance and contract continuation.
• Pay: $15.00 per hour.
• Occasional extended hours or emergency support may be requested with advance notice (paid per company policy).

Benefits

Vonis Solutions offers a benefits package for eligible W-2 contract employees, which may include:

• 401(k) plan participation
• Health insurance
• Dental insurance

Specific eligibility details, waiting periods, and plan options will be provided during the hiring and onboarding process.

Tools You’ll Use

• Monday.com for tracking calls and cases
• VoIP/phone system and headset
• Web-based knowledge base and training portal hosted via our company website

How to Apply

Please submit your application through our careers page:
https://vonissolutions.com/careers

Include:

• Your resume
• A brief note or cover letter describing your customer service/call center experience and availability

Equal Opportunity

Vonis Solutions is an equal opportunity employer. We welcome and encourage applicants from all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

This is a full-time remote role for a Customer Service Representative. The Customer Service Representative will be responsible for providing exceptional customer service and support to our clients and their customers through various channels like phone, email, chat and others. The Customer Service Representative will need to accurately and efficiently process orders, returns, and inquiries while maintaining a positive and professional attitude. You'll be a crucial part of our team as the primary point of contact with our clients' customers.

Qualifications

• Strong communication, problem-solving, and customer service skills
• Experience working as a Customer Service Representative or similar role
• Understanding of customer satisfaction, experience and support practices
• Ability to maintain positive and professional communication with customers
• A friendly, outgoing attitude and ability to work effectively in a remote team environment
• Ability to multitask, prioritize, and manage time effectively
• Experience with virtual call center systems, customer service software, and CRM systems
• A high school diploma, GED, or relevant experience. An associate or bachelor's degree in a related field is a plus

We offer competitive pay, a supportive work environment, and opportunities for career growth. If you are a motivated individual with excellent communication skills, we would love to hear from you! Please note that this is a fully remote position. The Customer Service Representative will be required to pass an assessment with help.

Hiring in the United States except California, Colorado, Connecticut, District of Columbia, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Oregon, Vermont, Washington, Wisconsin and U.S. Territories. If you have questions don’t hesitate to reach out.