Customer Care Representative (CCR)

Struction Solutions • Quantico, VA

3d • Hybrid

About The Position

Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

Requirements

• High school diploma or equivalent required.
• At least one year of call center, customer service, intake, administrative support, veteran support, or similar experience.
• Strong verbal communication, active listening, and written documentation skills.
• Ability to work rotating shifts including evenings, overnights, weekends, and holidays as required.
• U.S. work authorization required; U.S. citizenship may be required for Government system access.
• Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
• Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
• Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Nice To Haves

• Knowledge of Marine Corps culture, veteran benefits, military transition, family readiness, or community resources.
• Experience in Government, healthcare, benefits, crisis-adjacent support, or high-sensitivity customer service.
• Experience with Microsoft Dynamics, Salesforce, Five9, NICE, Genesys, ServiceNow, SharePoint, or other CRM/contact center platforms.

Responsibilities

• Answer incoming calls and conduct scheduled outbound outreach to WIIs and family members.
• Conduct structured interviews and needs assessments to identify appropriate resources, benefits, referrals, and escalation needs.
• Monitor and respond to assigned communication channels, including phone, email, text, and social media support workflows as assigned.
• Document all contacts, attempts, actions, referrals, and follow-up needs in MCWIITS or other Government-authorized systems.
• Make at least three contact attempts at different times of day when required by outreach protocols.
• Escalate sensitive, complex, or urgent matters to NMCMs, FSRs, supervisors, or mandatory reporting authorities as directed.
• Maintain professionalism, confidentiality, and contractor identification in every interaction.

What This Job Offers

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