Call Center Customer Service Supervisor, MD SC VA UT WV Tn; VeVa

Position: Call Center Customer Service Supervisor, MD SC VA UT WV TN(VE251210VA)

Call Center Customer Service Supervisor, MD SC VA UT WV TN

Apply for the Call Center Customer Service Supervisor, MD SC VA UT WV TN role with The Bowen Group (a GTSC Company).

This is a full‑time, fully virtual position that supports 24/7 contact‑center operations. You must live within a 60‑minute drive of one of the following Veterans Administration facilities for technical support and training:

• Nashville/Murfreesboro, TN
• Columbia, SC
• Shepherdstown, WV
• Arlington, VA (includes Maryland)
• Salt Lake City, UT

Your Mission

The Customer Service Supervisor leads a team of Customer Service Representatives (CSR) who provide front‑line support for the Veterans Experience Office’s White House VA Hotline contact center. In this role, you will coach and lead the team, handle escalated inquiries, refer customers to other VA hotlines, and perform intake for the VA’s complaint‑management program.

Requirements

• High School Diploma or equivalent.
• Four (4) years of experience in a call or contact center; one (1) year of supervisory experience.
• U.S. citizenship with REAL  acceptable equivalent (U.S. passport, DoD  active/retired military family members).
• Wired‑home high‑speed Internet – minimum 25 Mbps download and 10 Mbps upload without delay.

Note

Wi‑Fi‑only high‑speed Internet is generally insufficient due to frequent connectivity drops. Verify your connection with a speed test before applying.

Industry Knowledge

• Empathy for Veterans and their families.
• Knowledge of military benefits, resources, and services.
• Proficiency with MS Office (Excel, Word, PowerPoint) and Salesforce CRM.
• Experience in a military environment (service provider, spouse, or family member).

Core Functions

• Supervise CSRs, oversee recruitment, onboarding, training, performance management, and development.
• Assign tasks with clear plans and expectations.
• Monitor performance, maintain service quality through daily observations.
• Handle escalated calls from CSRs and overflow calls from queues.
• Determine appropriate courses of action and identify alternatives for issue resolution.
• Ask probing questions to clarify complex requests.
• Prepare case notes for escalated calls.
• Communicate with customers via phone, chat, text, or other messaging.
• Review cases and reports submitted by CSRs.
• Assess CSR call volume reports to evaluate productivity.
• Prepare shift operational assessments, after‑action reports, and weekly analytics for presentation.
• Perform additional duties as assigned.

Winning Behaviors,

Skills and Qualifications Personality and Communication (Soft Skills)

• Work ethic
• Problem‑solving
• Effective communication skills
• Self‑direction
• Dependability
• Detail‑oriented

Competencies (Hard Skills) Customer Service

Engage and collaborate with team members and customers, and present available services and resources to meet customer needs.

Communication

Present information verbally and in writing; use telecommunications equipment to optimize information relay. Engage strategically to formulate and suggest executable solutions.

Research and Analysis

Conduct studies, design, and implement systems and procedures for verification and analysis. Seek guidance and leverage expertise as needed.

About the Bowen Group, a GTSC Company

The Bowen Group is an equal‑opportunity employer committed to recruiting, hiring, and promoting qualified individuals from all backgrounds. We provide reasonable accommodation to applicants with disabilities and conduct background checks in compliance with applicable laws.

Salary: $50,000 per year

#J-18808-Ljbffr