Customer Service Representative

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Job Title:

Customer Service Representative

This is a contingent opportunity and would begin work upon contract award. The Veteran Experience Office (VEO) Call Center connects callers to benefits, health care, and memorial services to provide efficiency and effectiveness across multiple VA programs. The CSR provides front-line operational support to Veterans for the VEO Contact Center, directing them to the proper resources to resolve questions, issues, and complaints.

Information requests come from a wide variety of individuals, primarily Veterans and their family members and/or representatives, and responses are coordinated from multiple channels (phone, email, webchat).

Location and eligibility
:
This position is fully remote, but the candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC).

Responsibilities

• Provide comprehensive, empathetic and immediate support to Veterans by maintaining knowledge of departments, services and federal regulations that facilitate access to entitled programs
• Conduct service recovery or call de-escalation as appropriate
• Use knowledge management tool to locate process or information needed to assist the customer
• Respond to a high volume of inbound calls, emails, and webchats using established procedures
• Select or recommend the appropriate VA service or department and provide a warm transfer call to the appropriate VA Specialist
• Document call details, service requests, issues, follow-ups, etc., accurately and within the expected time frame
• Maintain confidentiality of callers and protect sensitive information
• Establish and maintain effective communication with VA employees, outside agencies, and the public

Supervisory responsibilities
:
This position has no supervisory responsibilities.

Required qualifications

• Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC).
• High school diploma or GED.
• At least six (6) months of customer service experience in a professional office-based environment (virtual or in-person).
• Excellent written and oral communication skills.
• Ability to work under pressure and handle stressful situations.
• Strong technology skills and ability to navigate multiple computer systems simultaneously.
• Strong data entry/typing skills with a high degree of accuracy.
• Ability to hardwire to high-speed internet (min 25 Mbps download and 10 Mbps upload) for technical setup.
• Work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.

Preferred qualifications

• Prior experience in a similar role with the VEO.
• Experience in a call center or contact center.
• Experience in a virtual environment.
• Familiarity with the military and veteran community programs.

Other requirements

• Ability to successfully complete a pre-employment and government background investigation including FBI fingerprints.
• Access to U.S. Government facilities and systems; U.S. Citizenship, a valid driver s license, transportation, and auto insurance are required.

Competencies

• Ability to work independently and as part of a team.
• Problem solving and analytical skills to identify and resolve issues; gathers information and develops alternatives.
• Customer service orientation with the ability to manage difficult or emotional customer situations.
• Interpersonal skills, confidentiality, and active listening.
• Oral and written communication skills; clear and persuasive speaking; ability to interpret information.
• Time management: prioritizes tasks, manages workload, and meets deadlines with accuracy and quality.

Physical demands
:
Must have a home office setup. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, phones, and other office equipment. May occasionally lift up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work environment
:
The work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer
:
Zeiders Enterprises, Inc. is an Equal Opportunity Employer.