State of TN FASC CSR- Remote

**Contractor Opportunity****:** **Remote Contact Center \- Call Center Agent** **Location:** **Remote** **Engagement Type:** **Contractor via Third\-Party Supplier** **Contracting Entity:** **Accenture** **Supplier of** **Record:****Experis / Manpower Group** **Start Date:** **11/30/2026** **Duration:** **6 Months with potential for extension** **About the Role** We are seeking qualified contractors to fulfil the role of a Contact Call Center Agent, for the State of TN Family Assistance Service center. Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office. The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8\-hour shift between 8:00 AM to 4:30 PM Eastern Standard Time / 9 a.m. to 5:30 p.m. Eastern Standard Time Contractors will be engaged and paid by a third\-party payroll supplier, **Experis / Manpower Group**, which will serve as the employer of record for tax and compliance purposes. **Key Responsibilities** **Core Duties** * Respond to incoming calls, chats, and emails from customers regarding program inquiries * Assist with customer portal account creation and maintenance * Conduct outreach calls and emails as needed * Document interactions accurately in call logs and escalate issues when appropriate **Deliverables / Project Scope** * Provide timely and accurate information to customers about SNAP and Families First programs * Research and resolve inquiries using multiple systems and relay findings clearly * Maintain compliance with call flow scripts and quality standards * Identify and report trends or risks to management promptly * Contribute to achieving contact center performance metrics, including customer satisfaction, quality assurance, attendance, adherence, and productivity goals. **Collaboration Tools / Platforms** * Microsoft Teams for communication and collaboration * MS Outlook, Excel, and Word for documentation and reporting * Secure internal systems for case research and data entry * Email and chat platforms for customer outreach and support **Basic Qualifications** * HS Diploma or GED * Minimum of 1 year of call center experience * Minimum of 2\-Years Customer Service experience **Preferred Qualifications** * Experience supporting government assistance programs (e.g., SNAP, Families First) * Familiarity with multi\-system navigation and case management tools * Tennessee resident a plus * Ability to adapt quickly to changing processes and demonstrate resilience under pressure * Strong problem\-solving skills and capability to identify trends or escalate issues effectively **Additional Information / Requirements** * Strong Data Entry Skills, Strong listening, verbal and written communication experience * Proficiency with computers, experience using the internet, email, MS Outlook, Teams, Excel and Word * At home internet acces