Customer Service Representative

Customer Service Representative

This position is fully remote, but the candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC).

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders' employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to 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 its purpose is to improve how Veterans, their families, caregivers, and survivors interact with the VA. The VEO Call Center connects callers to benefits (VHA), health care (VBA), and memorial services (National Cemetery) to provide efficiency and effectiveness across multiple VA programs.

The Customer Service Representative (CSR) provides front-line operational support to Veterans for the Veterans Experience Office's (VEO) Contact Center. The CSR assists Veterans by directing them to the proper resources to resolve questions, issues, and complaints. Information requests are received from a wide variety of individuals, primarily Veterans and their family members and / or representatives, and responses are coordinated from multiple channels (e.g., phone, email, webchat).

Essential Duties and Responsibilities

• Provide comprehensive, empathetic and immediate support and assistance to Veterans by maintaining an in-depth knowledge and understanding 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 (e.g., ask probing questions or repeat back what was said) to clarify what is needed
• Select or recommend the appropriate VA service or department to handle a particular issue or question 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 (personal data, medical data)
• Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Qualifications

Preferred Qualifications

Other Requirements

Competencies

Physical Demands : Must have a home office setup. Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and / or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment : The noise level in the work environment is usually quiet. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer