Call Center Agent - Veteran Affairs

Overview

The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage.

Shifts:

• Day Shift
• Evening Shift
• Overnight Shift (Weekend and holiday coverage required)

Work Location: Nationwide (remote and/or regional office-based, as applicable)

Education: Bachelor s degree preferred (experience may substitute)

Position Summary:

Call Center Agents are the frontline support for Veterans and their families, providing timely, accurate, and compassionate assistance. Agents respond to inbound calls and inquiries while ensuring a positive experience for all Veterans served.

This announcement is associated with GKG s Future Opportunities. Future Opportunities includes contract driven professional services that are in proposal, source selection, or recently awarded. Expressing interest in GKG s Future Opportunities offers you the ability to share your capabilities and career interests with GKG; aligning your next step with your career goals!

• Answer inbound calls and respond to Veteran inquiries
• Provide information on VA benefits, services, and programs
• Schedule appointments, document interactions, and route cases appropriately
• Follow established VA scripts, procedures, and compliance guidelines
• Maintain professionalism and empathy in all Veteran interactions
• Meet performance metrics for quality, accuracy, and call handling
• Work assigned shifts to support 24/7 operations
• Other duties as assigned

• Strong verbal communication and active listening skills
• Ability to work rotating shifts, weekends, and holidays
• Commitment to serving Veterans with respect and professionalism

• Bachelor s degree preferred
• 1-2 years of customer service or call center experience preferred

With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands. We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.

Golden Key Group s talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise. We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.