Call Center Representative -Frederick MD (VE26081139MD)

The Bowen Group - VEOCC•Frederick, MD

2d•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. This is a 100% virtual position. Your residence must be located within 60-minute driving distance to a Veterans Administration Medical Center (VAMC) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, Martinsburg WV, or San Antonio TX. Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items. Transportation to/from the facility is your responsibility. 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. 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 Veterans for 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.

Requirements

Six (6) months of consecutive call center or contact center experience.
Computer must direct-connect via cable into your wired cable service home High-Speed Internet router.
Minimum 25 Mbps download speed test without delay / Minimum 10 Mbps upload speed test, both without any delay.
Ability to perform work in accordance with established schedules, including timely start and end times, scheduled breaks and meal periods, and adherence to workforce management requirements necessary to meet customer service and contractual obligations.
Regular and reliable attendance is an essential function of this position.
Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls.
Excellent verbal, interpersonal and written communication skills.
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.
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.
Remain professional, focused, and productive while handling emotionally charged, graphic, upsetting, or otherwise distressing conversations.
Engage with the full range of customer contacts assigned to them and maintain established quality, productivity, attendance, and schedule adherence standards throughout these interactions.
Handle incoming customer interactions from assigned work queues and perform the full scope of assigned duties regardless of call subject matter or customer presentation.
Work at a computer workstation for extended periods throughout the workday, with the ability to remain seated for significant portions of the shift while performing job duties.
Use a computer, keyboard, mouse, headset, and related technology to access, navigate, and document information within multiple software applications throughout the workday.
Correctly assemble a computer. This includes being able to correctly connect and test the PC, power, internet connection, monitor(s), mouse, keyboard, docking station, and headset.
Troubleshoot any technical issues that may arise while using your Government-Issued Equipment (GFE).
View, read, and interpret information displayed on computer screens for extended periods, including simultaneously navigating multiple applications and reviewing detailed information accurately.
Maintain sustained concentration, work performance standards, and attention while interacting with customers, navigating multiple software systems, and documenting information accurately throughout the workday.
Communicate effectively through computer-based voice systems, including speaking, hearing, and participating in prolonged customer and team interactions.
Accurately enter, review, and document information while maintaining attention to detail, meeting quality standards, and managing multiple tasks in a fast-paced environment.
Lift, carry, push, and pull equipment and materials weighing up to 20 pounds.
Assemble, connect, disconnect, and troubleshoot workstation equipment, which may require reaching, bending, stooping, crouching, and working around desks or other office furniture.
Transport assigned equipment and travel to designated work locations or support facilities, as needed, for equipment maintenance, replacement, or technical support.