Customer Care Representative Marine Corps Wounded Warrior Call Center

KSA Integration•Quantico, VA

8h•$19 - $21•Hybrid

About The Position

KSA Integration is seeking a Customer Care Representative (CCR) for the Marine Corps Wounded Warrior Call Center. This role involves being the first point of contact for inbound calls, conducting outreach calls, monitoring social media, and interviewing Marines and/or their family members to assess their support needs. Based on this assessment, the CCR will provide information and guidance on applicable resources, benefits, and entitlements. The CCR will act as a liaison between the Marine and the resource provider to ensure positive contact and relay pertinent information. A key responsibility is to document the concerns and issues of WII Marines in MCWIITS. WWCC CCRs support 24-hour operations with shifts determined by call volume and outreach availability. The center operates 24/7/365 with schedules divided into three shifts. Initial training is for two weeks, Monday to Friday, 9:00 AM to 5:30 PM, after which employees will be assigned to the specified shifts.

Requirements

Current Active Tier 3 (T3) or National Agency Check with Local Agency and Credit Checks (NACLC) Background Investigation.
Familiarity with the organization and functions of the United States Marine Corps.
Proficiency in Microsoft Office 365.

Responsibilities

Serve as the first contact for inbound calls.
Answer all incoming calls.
Conduct outreach calls.
Monitor social media.
Conduct interviews with Marines and/or family members.
Assess individual support needs.
Provide information and guidance toward applicable resources, benefits, and entitlements.
Serve as a liaison between the Marine and the entity providing resource support.
Ensure positive contact is established and pertinent information is relayed.
Fully capture the essence of the WII Marines’ concerns/issues.
Properly document information in MCWIITS.