Customer Service Representative Marine Corps Wounded Warrior Call Center

KSA Integration•Quantico, VA

6d•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. The CCR will provide information and guidance on applicable resources, benefits, and entitlements, acting as a liaison between the Marine and support entities to ensure positive contact and information relay. The position requires documenting concerns and issues in MCWIITS. CCRs support 24/7/365 operations through three shifts, with manning based on call volume and outreach availability. Initial training is for two weeks, followed by scheduled 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.
Must be a US Citizen.

Responsibilities

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 the information in MCWIITS.

Benefits

Health and welfare benefits ($5.55 per eligible hour, paid separately from base pay).
A full range of medical, financial, and/or other benefits, dependent on the position.

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