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On Call Customer Service Jobs in Virginia (NOW HIRING)

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On Call Customer Service information

What is an on call customer service representative?

On Call Customer Service representatives are professionals who provide customer support as needed, often outside of regular business hours or during peak times. They are typically scheduled to be available 'on call,' meaning they may be contacted to resolve customer issues, answer questions, or assist with orders whenever demand arises. This role requires flexibility, strong communication skills, and the ability to handle a variety of customer needs efficiently. On Call Customer Service representatives may work remotely or onsite, depending on the employer's requirements.

What are the key skills and qualifications needed to thrive as an on call customer service representative?

To thrive as an On Call Customer Service representative, you generally need strong communication skills, problem-solving abilities, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and basic office applications is typically required. Exceptional patience, resilience under pressure, and the ability to quickly adapt to changing situations are vital soft skills. These capabilities ensure prompt, effective support for customers and help maintain satisfaction during peak or urgent periods.

How does the on-call structure typically impact the work-life balance for customer service representatives?

On-call customer service roles often require flexibility, as you may be asked to respond to customer inquiries or issues outside of regular business hours, including evenings or weekends. While this can provide variety and sometimes additional pay, it can also make it challenging to plan personal time, especially during peak periods. Most organizations try to rotate on-call duties among team members to help balance workloads and prevent burnout. It's helpful to clarify the expected on-call schedule, typical response times, and support resources available during your shifts before accepting the role.

What is the difference between On Call Customer Service vs Customer Support Specialist?

AspectOn Call Customer ServiceCustomer Support Specialist
CredentialsHigh school diploma or equivalent; training providedHigh school diploma; often additional certifications
Work EnvironmentCall centers, remote, or on-siteOffice or remote, interacting via phone, email, or chat
Employer & IndustryRetail, telecom, tech companiesTech, retail, service industries
Common Search IntentHandling urgent customer issues on callProviding ongoing customer support and solutions

On Call Customer Service primarily involves responding to customer inquiries or issues as they arise, often during specific shifts or emergencies. Customer Support Specialists focus on ongoing support, troubleshooting, and building customer relationships. While both roles require strong communication skills, On Call Customer Service emphasizes immediate problem resolution, whereas Customer Support Specialists handle broader, long-term support tasks.

What are the most commonly searched types of Customer Service jobs in Virginia?

The most popular types of Customer Service jobs in Virginia are:

On Call Customer Service jobs near you
Infographic showing various On Call Customer Service job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 24% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Service Desk Customer Service Representative II

ASM Research

Lorton, VA • On-site

$16.25 - $22/hr

Full-time

Posted 11 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

33rd of 226 rated it services

Job description

Position Overview
The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).
Key Responsibilities
  • Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
  • Respond to incidents and service requests according to assigned criticality and established SLAs.
  • Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
  • Support enterprise IT services and end-user technologies, including:
    • Operating systems (Windows, macOS)
    • Office productivity platforms (Microsoft 365)
    • Cloud collaboration tools
    • Mobile devices (iOS, Android)
    • Common peripherals and communication services
  • Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
  • Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms.
  • Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
  • Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement.
  • Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed.
  • Support a shared on-call schedule as needed

Qualifications
  • Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
  • 4+ years' experience in a Service Desk environment
  • Secret clearance
  • Shift will be 6am - 2pm EST
  • Excellent communication and customer service skills.
  • Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
  • Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
  • Strong troubleshooting skills across hardware, software, and networking concepts.
  • Ability to adapt to new technologies and evolving service delivery models.

Preferred Qualifications
  • Knowledge in some of the following areas preferred:
    • eApp/e-QIP
    • NBIS Agency
    • STEPP
    • Enterprise Service Delivery (ESD) (ServiceNow platform)
    • General D-ICAM
    • NCAISS
    • NISS (also Facility Profile Updates and Change condition packages)
    • NP2
    • DISS
    • DCII

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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