Customer Service Representative

Overview

Job Title:

Customer Service Representative

This position is fully remote, but candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC). Zeiders is an industry leader in military and family support with a focus on quality service.

Summary:

This is a contingent opportunity and would begin work upon the contract award.

The Veteran Experience Office (VEO) is part of the U.S. Department of Veteran Affairs and supports Veterans, their families, caregivers, and survivors by connecting callers to benefits (VHA), health care (VBA), and memorial services (National Cemetery) to provide efficiency across VA programs.

The Customer Service Representative (CSR) provides front-line operational support to Veterans for the VEO Call Center, directing them to the proper resources to resolve questions, issues, and complaints. Information requests are received from Veterans and their families or representatives via multiple channels (phone, email, webchat).

• Provide comprehensive, empathetic and immediate support and assistance 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 and techniques
• Select or recommend the appropriate VA service or department to handle a particular issue 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

This position has no supervisory responsibilities.

• 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, including the 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) with stable connection.
• Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.

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

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

To perform the job successfully, the following competencies are required:

• Ability to work independently and as part of a team.
• Problem Solving - Identifies and resolves problems in a timely manner; analyzes information; develops alternatives; collaborates on solutions.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; seeks feedback to improve service.
• Interpersonal Skills - Focuses on solving conflict; maintains confidentiality; listens without interrupting; remains open to new ideas.
• Oral Communication - Speaks clearly, listens, and responds to questions; participates in meetings.
• Written Communication - Writes clearly; edits for spelling and grammar; communicates numerical data effectively.
• Time Management – Prioritizes tasks, manages workload, and meets deadlines with accuracy.

Must have a home office setup. Involves sitting, standing, bending, lifting, and moving intermittently. Uses computer and office equipment. May lift up to 10 pounds. Reasonable accommodations may be made for disabilities.

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

Zeiders Enterprises, Inc. is an Equal Opportunity Employer. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.