Call Center Representative - Bowie MD (VE26081133MD)

GTSC-Talent Solutions•Bowie, MD

1d•Remote

About The Position

GTSC seeks experienced online call center customer service representatives to support the Veterans Experience Office at the U.S. Department of Veterans Affairs. Customer Service Representatives provide front-line operational support to Veterans through the Veterans Experience Office’s Contact Center, directing Veterans and their family members or representatives to appropriate resources for questions, issues, and complaints. The mission is to connect callers with someone who can help, maintaining engagement until that connection is made. Calls may involve stressful or emotionally difficult circumstances. This is a 100% virtual, 40-hour-per-week position. Employees must live within a 60-minute drive of a Veterans Administration Medical Center in Arlington, Virginia; Columbia, South Carolina; Murfreesboro or Nashville, Tennessee; Salt Lake City, Utah; Martinsburg, West Virginia; or San Antonio, Texas. Facility visits may be required for training, equipment pickup, troubleshooting, or drop-off, and transportation is the employee’s responsibility. Employees must have a REAL ID-compliant identification card or an acceptable alternative to enter a federal facility. Extensive training is provided, and training is part of the job. The first two weeks include orientation; trainees must be on camera in an interactive classroom environment, and responsiveness and attention are monitored. The contact center is staffed 24/7, and all representative positions require shiftwork. The role is not seasonal, and the company indicates opportunities to advance into supervisory roles through internal hiring. Employees need a quiet, distraction-free, ergonomically sound home workspace and wired, cable-based high-speed internet connected directly to the home router, with at least 25 Mbps download and 10 Mbps upload speeds without delay. Wi-Fi-only and high-speed wireless services are not acceptable. The employee supplies internet service and receives a monthly stipend to offset its cost. A VA-issued computer and other required equipment are furnished by the end of orientation training. The role requires handling assigned incoming interactions, including emotionally charged and potentially distressing conversations, while meeting quality, productivity, attendance, and schedule-adherence standards. Calls may last from a few minutes to an hour. Employees must remain professional, focused, and productive while interacting with callers who may be experiencing crises, trauma, or urgent personal circumstances. The work involves extended computer use and sitting, real-time listening, speaking, thinking, and documentation, as well as assembling and troubleshooting workstation equipment.

Requirements

At least six months of consecutive call center or contact center experience.
U.S. citizenship or Green Card Holder status with at least three years of residence in the United States before hire.
Proof of eligibility to work in the United States.
A REAL ID-compliant identification card or acceptable alternative, such as a U.S. passport or qualifying Department of Defense ID card.
Residence within a 60-minute driving distance of one of the listed Veterans Administration Medical Centers.
Wired cable internet connected directly to the home high-speed internet router, providing at least 25 Mbps download and 10 Mbps upload speeds without delay; Wi-Fi-only and wireless internet service are not acceptable.
Ability to work established schedules, including timely starts and ends, scheduled breaks and meals, and workforce management requirements.
Regular and reliable attendance.
A quiet, distraction-free, ergonomically sound home work environment conducive to taking customer calls.
Ability to handle difficult or escalating calls calmly and effectively, including emotionally charged or disturbing subject matter.
Excellent verbal, interpersonal, and written communication skills.
Ability to listen, speak, think, and document interactions in real time.
Ability to remain professional, focused, and productive during emotionally charged, graphic, upsetting, or distressing conversations.
Ability to work at a computer workstation for extended periods and remain seated for significant portions of the shift; the job involves sitting at a desk and using a computer and monitor for eight hours daily.
Ability to use a computer, keyboard, mouse, headset, and related technology to navigate multiple software applications and document information throughout the workday.
Ability to correctly assemble, connect, and test a PC, power, internet connection, monitor(s), mouse, keyboard, docking station, and headset, and troubleshoot government-issued equipment.
Ability to view, read, and interpret computer-screen information for extended periods, navigate multiple applications simultaneously, and review detailed information accurately.
Ability to sustain concentration, attention, and performance while interacting with customers, navigating software, and documenting information accurately.
Ability to communicate through computer-based voice systems, including speaking, hearing, and participating in prolonged customer and team interactions.
Ability to enter, review, and document information accurately while meeting quality standards and managing multiple tasks in a fast-paced environment.
Ability to lift, carry, push, and pull equipment and materials weighing up to 20 pounds.
Ability to assemble, connect, disconnect, and troubleshoot workstation equipment, including reaching, bending, stooping, or crouching around desks or office furniture.
Ability to transport assigned equipment and travel to designated work locations or support facilities as needed.

Nice To Haves

Familiarity with military and veteran community programs.

Responsibilities

Learn, understand, and explain Department of Veterans Affairs services and procedures.
Ask clarifying questions to identify complex or vague requests for VA services and information.
Direct Veterans and other callers to appropriate resources and services for their specific needs.
Accurately record call details and other service requests within the expected time frame.
Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
Use and navigate multiple computer screens and Customer Relationship Management (CRM) applications.
Maintain the confidentiality and privacy of callers.
Handle incoming customer interactions from assigned work queues and perform the full scope of assigned duties regardless of call subject matter or customer presentation.
Meet established schedule requirements, including timely start and end times, scheduled breaks and meal periods, and workforce management requirements.
Maintain quality, productivity, attendance, and schedule-adherence standards while handling potentially distressing interactions.
Assemble, connect, test, and troubleshoot the computer workstation and government-furnished equipment as needed.