Cj Veocc 2026

GTSC-Talent Solutions•Frederick, MD

21h•Remote

About The Position

GTSC is hiring experienced online Customer Service Representatives (CSRs) to provide front-line operational support to Veterans through the Veterans Experience Office's Contact Center at the U.S. Department of Veterans Affairs. CSRs direct Veterans, their family members, and representatives to appropriate resources for questions, issues, and complaints. The role focuses on listening, identifying needs, and staying engaged with callers until they are connected with someone who can help; it is not the CSR’s responsibility to resolve the underlying problem. Some calls involve people in stressful circumstances and require patience, empathy, and calm communication. This is a full-time, 40-hour-per-week virtual position. Applicants must live within a 60-minute drive of a VA Medical Center in Arlington, Virginia; Columbia, South Carolina; Murfreesboro or Nashville, Tennessee; Salt Lake City, Utah; Martinsburg, West Virginia; or San Antonio, Texas. Employees may need to visit a facility for training, equipment pickup, troubleshooting, or drop-off, and are responsible for transportation. A REAL ID-compliant identification card or an accepted alternative is required to enter a federal facility. Extensive training is provided and is part of the job. Training takes place in an interactive classroom environment, with employees on camera and their responsiveness and attention monitored. The contact center operates 24/7, and all CSR positions require shiftwork. Employees must follow established schedules, breaks, meal periods, workforce-management requirements, and attendance standards. The work-at-home environment must be quiet, ergonomic, and free from distractions. Employees supply their own qualifying wired high-speed internet and receive a monthly stipend to offset the cost; Wi-Fi-only and wireless internet services are not acceptable. A VA-issued computer and other required equipment will be furnished by the end of the first two weeks of orientation training. The work involves a high-volume contact center and may include emotionally charged or distressing conversations about crisis situations, trauma, violence, abuse, substance use, mental health crises, homelessness, grief, illness, and financial hardship. Employees are expected to remain professional, focused, and productive while handling assigned interactions. The job requires extended computer use and sitting, real-time listening, speaking, thinking, and documentation, and the ability to assemble and troubleshoot workstation equipment. Compensation is $17.75 per hour, with benefits and 11 paid federal holidays. GTSC states that it hires supervisors from within and offers opportunities to grow into supervisory positions.

Requirements

At least six consecutive months of call center or contact center experience.
U.S. citizenship or Green Card status with at least three years of residence in the United States before hire.
Proof of eligibility to work in the United States.
A REAL ID-compliant identification card or an accepted alternative, such as a U.S. passport or qualifying Department of Defense ID, for federal facility access.
Residence within a 60-minute driving distance of one of the listed VA Medical Center facilities.
Wired, cable-connected home high-speed internet with at least 25 Mbps download and 10 Mbps upload, both without delay; Wi-Fi-only and wireless internet are not acceptable.
Ability to work reliably according to established schedules, including start and end times, scheduled breaks, meal periods, and workforce-management requirements.
Regular and reliable attendance.
A quiet, ergonomic, distraction-free work-at-home environment suitable for customer calls.
Excellent verbal, interpersonal, and written communication skills, including the ability to listen, speak, think, and document in real time.
Ability to work under pressure and calmly and effectively handle escalating or difficult calls.
Ability to remain professional, focused, and productive during emotionally charged, graphic, upsetting, or distressing conversations, including discussions of crisis and traumatic circumstances.
Ability to work at a computer workstation for extended periods and remain seated for significant portions of the shift; the role involves computer use for eight hours daily.
Ability to use a computer, keyboard, mouse, headset, and related technology, and navigate multiple software applications throughout the workday.
Ability to assemble and correctly connect and test a PC, power, internet connection, monitors, mouse, keyboard, docking station, and headset, and troubleshoot technical issues with government-issued equipment.
Ability to read and interpret screen information, sustain concentration, accurately enter and review information, and manage multiple tasks in a fast-paced environment.
Ability to communicate through computer-based voice systems and participate in prolonged customer and team interactions.
Ability to lift, carry, push, and pull equipment and materials weighing up to 20 pounds.
Ability to assemble, connect, disconnect, and troubleshoot workstation equipment, including reaching, bending, stooping, or crouching as needed.
Ability to transport assigned equipment and travel to designated work locations or support facilities when needed.
Commitment to completing required training; training is part of the job and includes monitored, on-camera participation.
Ability to travel to a designated facility when required; transportation is the employee's responsibility.

Nice To Haves

Familiarity with military and Veteran community programs.

Responsibilities

Learn, understand, and explain Department of Veterans Affairs services and procedures.
Ask clarifying questions to identify complex or vague requests for VA services and information.
Direct Veterans and other callers to appropriate VA resources based on their needs.
Remain engaged with callers until they are connected to someone who can assist them.
Accurately record call and service-request details within the expected time frame.
Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
Use and navigate a multi-screen computer system and Customer Relationship Management (CRM) applications.
Maintain the confidentiality and privacy of callers.
Handle assigned incoming customer interactions regardless of subject matter or caller presentation, while meeting quality, productivity, attendance, and schedule-adherence standards.
Assemble, connect, test, and troubleshoot the computer workstation and government-issued equipment as needed.