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

Overview

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team. These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.

This position is 100% local-virtual. You MUST live within a 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:

• Nashville/Murfreesboro, TN
• Columbia, SC
• Shepherdstown, WV
• Arlington, VA
• Maryland (location to be specified)
• Salt Lake City, UT

The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office’s White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA’s complaint management program. Callers include Veterans, their family members and/or legal representatives, the public, and VA employees.

• Education: High School Diploma or equivalent.
• Work Experience: Four (4) years in a call center or contact center environment;
  One (1) year of supervisory experience.
• Citizenship: Must be a U.S. citizen with REAL  or acceptable REAL  (US Passport, Department of Defense  active/retired/military family dependent).
• Internet: Wired-to-Home Internet: must connect your computer to a wired home high-speed internet router. Speed test: minimum 25 Mbps download and 10 Mbps upload, with no delay.

Note: Wi-Fi-only high-speed internet is unlikely to sustain these speeds. The required speed test will indicate your access type. High-speed wireless service is not acceptable due to connectivity drops.

• Understanding, sensitivity, and empathy for Veterans and their family members.
• Knowledge of military benefits, resources, and services.
• Demonstrated experience with MS Office (Excel, Word, PowerPoint) and Salesforce CRM.
• Previous military experience (including military spouses, family, and/or as a service provider).

• Supervise CSRs and provide leadership including recruitment, onboarding, training, performance management and development.
• Ensure tasks are assigned to CSRs with clear plans of action and defined expectations.
• Monitor CSR performance and quality through daily observations.
• Field escalated calls and overflow calls from queues.
• Determine appropriate courses of action and identify alternatives for issue resolution.
• Ask probing questions to clarify complex requests.
• Prepare well-defined case notes for escalated calls.
• Communicate with customers through approved channels (phone, chat, text, or other messaging).
• Perform supervisory reviews of cases.
• Review reports, case notes, and CSRs’ rosters.
• Review CSR call volumes to evaluate productivity.
• Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation.
• All other job-related duties as assigned.

• Work Ethic
• Problem-solving
• Effective communication skills
• Self-direction
• Dependability
• Detail-oriented
• Competencies (hard skills):
• Customer Service — Engage, support and collaborate with team, company, and customer. Present and relay available services and resources. Track progress of projects and follow up as needed.
• Communication — Express information to team members, managers and customers, verbally and in writing. Use telecommunication equipment and computers to optimize information relay.
• Research and Analysis — Conduct studies, design procedures for analysis and verification, leverage customer insight and manager directives.

• Health and Dental Insurance
• Group Life Insurance
• Short-term Disability
• Generous paid vacation and holiday leave
• 401(k)

The Bowen Group is an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, disability, sexual orientation, gender identity or any other basis protected by law.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. This accessibility is intended for individuals requiring accommodation and should not be used to check the status of your application.

The Bowen Group participates in the E-Verify program in certain locations as required by law. Employment in this position is contingent upon the successful completion of a background check. Depending on duties, additional screenings such as drug testing and/or credit checks may be required, conducted in accordance with applicable federal, state, and local laws.