Customer Service Representative Marine Corps Wounded Warrior Call Center

KSA Integration • Quantico, VA

4d • Hybrid

About The Position

KSA Integration is hiring a Customer Care Representative (CCR) for its Marine Corps Wounded Warrior Call Center. The CCR is a first point of contact for inbound calls and also conducts outreach calls, monitors social media, and interviews Marines and/or family members to assess support needs. Based on each assessment, the CCR provides information and guidance about relevant resources, benefits, and entitlements. The CCR serves as a liaison between the Marine and the organization providing resource support, helping establish contact and relay pertinent information to address the Marine’s needs. The role also requires capturing the substance of WII Marines’ concerns and issues and documenting them in MCWIITS.

The advertised schedule is 2nd shift, 4:30 PM–12:30 AM, Sunday through Thursday. Hybrid work is available two days per week. Initial training takes place for two weeks in the Wounded Warrior Call Center, from 11:00 AM–7:30 PM; after training, employees are scheduled for the referenced shift. The call center supports 24-hour operations, with staffing based on anticipated call volume and outreach availability.

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 all incoming calls as a first point of contact.
• Conduct outreach calls.
• Monitor social media.
• Conduct interviews with Marines and/or family members.
• Assess individuals’ support needs.
• Provide information and guidance about applicable resources, benefits, and entitlements.
• Liaise between Marines and entities providing resource support to establish contact and relay pertinent information.
• Capture the substance of WII Marines’ concerns and issues and document them 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