Call Center Representative, Nashville​/Murfreesboro TN; VETN

Call Center Representative, Nashville / Murfreesboro TN (VETN)

Join to apply for the Call Center Representative, Nashville / Murfreesboro TN (VETN) role at The Bowen Group (a GTSC Company).

This is a 100% virtual position. Your residence must be within 60 minutes driving distance to a Veterans Administration facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV. Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items. Transportation to/from the facility is your responsibility. Must have a REAL
-compliant identification card or acceptable alternative (US Passport, Department of Defense  for active/retired/military family dependent member) to enter a federal facility.

• Help Veterans in potentially stressful situations find assistance. You MUST be an excellent communicator and have empathy for others with challenges in their life. Your mission is not to solve their problem. Your mission is to connect them to someone that can help. Engaging the Veteran until that connection is made is core to your mission.

• Full time position of $17.75 per hour plus 11 paid holidays. Benefits include Medical, Dental, Life Insurance, and more. There are no part-time or seasonal positions.

• Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training. During training you will be on camera at all times in an interactive classroom environment. Responsiveness and attention to training is monitored during training.
• MUST have at least six (6) months of consecutive call center or contact center experience.
• Positions staffed 24/7. All CCR positions require shiftwork.
• Positions are NOT seasonal work. We want you as part of our team for years to come. There is opportunity to grow into supervisory positions! We hire from within for supervisors.

Customer Service Representatives (CSRs) provide front-line operational support to Veterans for the Veterans Experience Office's premier Contact Center. In this role, you assist Veterans by directing them to proper resources to address questions, issues, and complaints. Phone calls come from a wide variety of individuals, primarily Veterans and their family members and/or representatives. Some callers are stressed and you need the patience and empathy to help them find an appropriate resource.

• MUST have six (6) months of consecutive call center or contact center experience.
• Your computer must be wired with cable into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay and minimum 10 Mbps upload.
• Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work.
• You must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
• Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls. Callers can be experiencing challenges in their lives.
• Excellent verbal, interpersonal and written communication skills. You must be able to listen, talk, think and document your interaction in real time. Familiarity with the military and veteran community programs is a plus.
• Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire. Requires Proof of eligibility to work in the United States and MUST have a REAL
  -compliant identification card or acceptable alternative (US Passport, Department of Defense  for active/retired/military family dependent member).

• Learn, understand and explain Department of Veterans Affairs (VA) services and procedures.
• Ask clarifying questions to identify complex or vague requests for VA services and information.
• Accurately record details of calls and other service requests in an expected time frame.
• Select appropriate VA services to meet the specific needs of Veterans.
• Establish and maintain effective…