WWCC Customer Care Representative

Three Wire Systems

37d•Onsite

About The Position

The Call Center Customer Care Representative provides front-line operational support for the Call Center. Primary function is to assist Marines and their families in resolving issues and concerns. This is a full-time position located near Marine Corps Base Quantico, VA. MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support. With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life

Requirements

Favorable T-3, T-3R or NACLC adjudication
A high school diploma and a minimum of 1 year experience in call center operations or related field preferred.
Strong organizational, time-management and communication skills
Excellent verbal, interpersonal and written communication skills
Must be able to pass a federal background check
This is a shift work position

Nice To Haves

Knowledge and understanding of a wide range of call center operational requirements relative to resource allocation and benefits delivery preferred.
Demonstrated knowledge of Marine Corps culture and/or Marine Corps experience is preferred.
Familiarity with the military and veteran community programs a plus

Responsibilities

Conduct interviews with every Marine and family member contacted by the Call Center
Through the interview process, assess their current situation
Provide information and resources to assist with needs as well as possible benefits and entitlements available
Serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs
Capture the essence of concerns and needs within the call center database.
Conduct telephonic outreach to those Marines on the outreach list.
Contributes to achievement of the Mission and Vision of our organization.
Adapting to Change – Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.
Continuous Improvement – Acts to constantly improve the of customer satisfaction in both individual and teamwork processes.
Client Centered Focus – Demonstrates concern for meeting or exceeding customer’s expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer.
Teamwork – Accomplishes tasks through working effectively with others and appreciating the value, contributions and commitment of every member.