Customer Service Representative

Description

Job Title: Customer Service Representative

This position is fully remote, but candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC) or Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement.

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

• Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement.

• 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, as well as 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 (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay) for technical setup.

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

Preferred Qualifications

• 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.

Other Requirements

• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.

• This position requires access to U.S. Government facilities and systems. U. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Time Management - Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work.

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

Compensation for this position is based on the Service Contract Act (SCA) wage determination, which sets the minimum hourly wage and fringe benefits required by law. Pay will be based on the wage and benefit levels established by the U.S. Department of Labor for this job classification and location.

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 (https://www.eeoc.gov/poster) notice from the Department of Labor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c))