Call Center Representative, Salt Lake City, UT (VE2603534SLC)

GTSC-Talent Solutions • Salt Lake City, UT

12d • $18 • Remote

About The Position

The Bowen Group, a GTSC company, is hiring experienced online call center customer service representatives to support the Veterans Experience Office at the U.S. Department of Veterans Affairs.
Your residence must be located within 60 minute driving distance to a Veterans Administration (VA) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV. Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items. Transportation to/from the facility is your responsibility.
Help Veterans in potentially stressful situations find assistance. You MUST be an excellent communicator and have empathy for others with challenges in their life. Your mission is not to solve their problem. Your mission is to connect them to someone that can help. Engaging the Veteran until that connection is made is core to your mission.
Customer Service Representatives (CSRs) provide front -line operational support to Veteransfor the Veterans Experience Office's premier Contact Center. In this role, you assist Veterans by directing them to proper resources to address questions, issues, and complaints. Phone calls are from a wide variety of individuals, primarily Veterans and their family members and/or representatives. Some callers are stressed and you need the patience and empathy to help them find an appropriate resource.
Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training. During training, you will be on camera at all times in an interactive classroom environment. Responsiveness and attention to training is monitored during training.
You must have a work -at -home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction. Your calls require your focus in assisting a Veteran. Sometimes the Veteran is under stress. A call can take just minutes to as long as an hour. Your mission: help!
Note: This is a 40 -hour per work week position. This requires sitting at a desk and using a computer and computer monitor for 8 hours daily.

Requirements

• MUST have a REAL ID -compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member) to enter a federal facility.
• MUST have at least six (6) months of consecutive call center or contact center experience.
• Positions staffed 24/7.All CCR positions require shiftwork.
• Your computer must direct -connect via cable into your wired cable service home High -Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay.
• Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls. Callers can be experiencing challenges in their lives.
• Excellent verbal, interpersonal and written communication skills. You must be able to listen, talk, think and document your interaction in real time.
• Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire. Requires Proof of eligibility to work in the United States and MUST have a REAL ID -compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member).

Nice To Haves

• Familiarity with the military and veteran community programs is a plus.

Responsibilities

• Learn, understand and explain Department of Veterans Affairs (VA) services and procedures.
• Ask clarifying questions to identify complex or vague requests for VA services and information.
• Accurately record details of calls and other service requests in an expected time frame.
• Select appropriate VA services to meet the specific needs of Veterans.
• Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
• Use and navigate a multi -screen computer system with Customer Relationship Management (CRM) applications.
• Maintain confidentiality and privacy of callers.

Benefits

• Full time position of $17.75 per hour + 11 paid holidays + benefits of Medical, Dental, Life Insurance, and more.
• Health and Dental Insurance - Employee Premiums 100% paid by Bowen!
• Group Life insurance - Employee Premiums 100% paid by Bowen!
• Short -term Disability - Employee Premiums 100% paid by Bowen!
• Generous vacation and sick leave
• 11 Paid Federal Holidays
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees