AWP After-Hours Call Center Representative

Principle Choice Solutions LLC • Oklahoma City, OK

23h • Remote

About The Position

The Associate will answer incoming calls from Veterans, Families, and caregivers who require after hours assistance from America’s Warrior Partnership ensuring caller satisfaction.

This position reports to the designated Operations Manager for Principle Choice Solutions

Overnight / Evening Shifts - including Holidays
Schedule could be as follows:
Sunday, Monday, Wednesday, Thursday 12:30am – 7:00am cst
Friday 4pm - 10:30pm, Saturday, Sunday 2p-10:30p cst
This is a Work From Home Position
Answer incoming after-hours calls with empathy, professionalism, and a veteran-centric mindset.
Conduct thorough intake conversations to identify callers’ needs and determine appropriate next steps.
De-escalate stressful or emotionally charged situations using trauma-informed techniques.
Provide immediate guidance or reassurance while coordinating follow-up actions with daytime case coordinators.
Accurately summarize and document callers’ needs into the intake form to ensure continuity of care and seamless handoff to case coordinators for timely follow-up actions.
Utilize internal and external provided systems.
Maintain access for all required systems, as assigned.
Acts as an effective team member.
Other duties as assigned.

Requirements

• High School Diploma or GED required.
• Required completion of The Fire Watch training certification, including any additional required training, modules, or certifications.
• General office skills and knowledge of standard office equipment.
• Working knowledge of software such as Excel, Word, Outlook and Microsoft Teams.
• Data entry and 10 key experience necessary.
• Excellent verbal and written communication skills.
• Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.
• Must be a U.S. citizen; work sponsorship is not available.

Nice To Haves

• Preferred 1-2 years' experience in customer service, with a focus in social services, crisis response, veteran services, or a related field.

Responsibilities

• Answer incoming after-hours calls with empathy, professionalism, and a veteran-centric mindset.
• Conduct thorough intake conversations to identify callers’ needs and determine appropriate next steps.
• De-escalate stressful or emotionally charged situations using trauma-informed techniques.
• Provide immediate guidance or reassurance while coordinating follow-up actions with daytime case coordinators.
• Accurately summarize and document callers’ needs into the intake form to ensure continuity of care and seamless handoff to case coordinators for timely follow-up actions.
• Utilize internal and external provided systems.
• Maintain access for all required systems, as assigned.
• Acts as an effective team member.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED