Customer Care Representative

Zeiders Enterprise • Camp Lejeune, NC

1d

About The Position

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service. Summary - This is a contingent opportunity and would begin work upon the contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their family members to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR). This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides a wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with Marines to ensure the appropriate delivery of resources, benefits, and WWR support is received. The Wounded Warrior Call Center Representative is the first contact for inbound calls and provides information and guidance towards applicable resources, benefits, and entitlements to assist Wounded Warriors with their individual needs. WWCC CCRs typically work in shifts supporting operations with manning dictated by anticipated incoming call volume and availability of target population for outreach.

Requirements

• Minimum of a High School degree
• One (1) year of experience in call center operations or similar field
• Knowledge of Marine Corps culture
• Strong interpersonal skills
• Excellent oral and written communication skills
• Understands the significance of the cultural bond and Marine ethos needed when dealing with Marines
• Knowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes.
• Proficiency in Microsoft Office Suite software and demonstrated ability to use software to prepare management reports and provide information.
• Strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
• Strong data entry/typing skills with a high degree of accuracy.
• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.
• This position requires access to U.S. Government facilities and systems.
• U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Nice To Haves

• Prior experience in a similar role with the WWCC.
• Familiarity with the military-specific community resources

Responsibilities

• Answer all incoming calls and conduct scheduled outreach calls to the supported population.
• Provide text messaging, social media support, e-mail communication, and overall monitoring and response to comments and inquiries.
• Conduct interviews and assessments of support requirements with Marines and/or family members.
• Provide information and guidance toward applicable resources, benefits, and entitlements based on assessment of individual needs.
• Serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed
• Capture essence of wounded, ill and injured Marines’ concerns/issues and properly document the information in the Marine Corps Wounded, Ill, and Injured Tracking System (MCWIITS).
• Maintain confidentiality of callers and protect sensitive information (personal data, medical data)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees