Customer Service Representative Marine Corps Wounded Warrior Call Center

KSA Integration • Quantico, VA

3d • Hybrid

About The Position

KSA Integration is hiring a Customer Care Representative (CCR) for the Marine Corps Wounded Warrior Call Center. CCRs serve as the first point of contact for inbound calls, answer incoming calls, conduct outreach calls, monitor social media, interview Marines and/or family members, and assess support needs. Based on those assessments, they provide information and guidance about applicable resources, benefits, and entitlements. They also liaise between Marines and resource-support entities to help establish contact and relay relevant information, and document Wounded, Ill, and Injured (WII) Marines’ concerns and issues in MCWIITS.

The call center supports 24-hour operations, with staffing based on anticipated call volume and the availability of the target population for outreach. The advertised schedule is Sunday through Thursday, 4:30 PM–12:30 AM. Hybrid work is available two days per week. Initial training lasts two weeks at the Wounded Warrior Call Center, from 11:00 AM–7:30 PM; employees are scheduled for their assigned shifts after training.

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

• Answer incoming calls as a first point of contact.
• Conduct outreach calls and monitor social media.
• Interview Marines and/or family members and assess their support needs.
• Provide information and guidance about applicable resources, benefits, and entitlements.
• Act as a liaison between Marines and entities providing resource support, helping establish contact and relay pertinent information.
• Capture and document WII Marines’ concerns and issues in MCWIITS.

Benefits

• $5.09 per eligible hour in health and welfare benefits, paid separately from base pay.
• A full range of medical, financial, and/or other benefits, dependent on the position.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed