Cj Veocc 2026

GTSC-Talent Solutions•Shepherdstown, WV

1d•Remote

About The Position

GTSC seeks experienced online call center customer service representatives to provide front-line operational support to Veterans through the Veterans Experience Office’s Contact Center at the U.S. Department of Veterans Affairs. Representatives direct Veterans and their family members or representatives to appropriate resources for questions, issues, and complaints. The role focuses on connecting callers with someone who can help, including staying engaged with Veterans until that connection is made. Calls may involve stressful situations and emotionally charged or sensitive subject matter. This is a 100% virtual, 40-hour-per-week position. Employees must live within a 60-minute drive of a Veterans Administration Medical Center in Arlington, Virginia; Columbia, South Carolina; Murfreesboro or Nashville, Tennessee; Salt Lake City, Utah; Martinsburg, West Virginia; or San Antonio, Texas. Occasional facility visits may be needed for training, equipment pickup or drop-off, troubleshooting, or support; employees are responsible for transportation. The work is staffed 24/7, and all positions require shiftwork. Extensive training is provided and is part of the job; training includes an interactive classroom environment in which employees must remain on camera. Employees supply their own wired, high-speed cable internet service meeting the stated speed requirements and receive a monthly stipend to offset the cost. Wi-Fi-only and high-speed wireless internet services are not accepted. A VA-issued computer and other necessary equipment are furnished by the end of the first two weeks of orientation training. Employees must maintain a quiet, distraction-free, ergonomically sound home workspace and be able to assemble and troubleshoot the workstation equipment. The position involves extended computer and phone work in a high-volume contact center, adherence to schedules and workforce-management requirements, and handling the full range of assigned customer interactions. Employees must remain professional, focused, and productive during conversations involving crisis situations, distress, trauma, or other sensitive circumstances. The role requires reliable attendance and the ability to meet quality, productivity, and schedule-adherence standards.

Requirements

At least six consecutive months of call center or contact center experience.
Must be a U.S. citizen or a Green Card holder who has lived in the United States for three years before hire.
Must provide proof of eligibility to work in the United States.
Must have a REAL ID-compliant identification card or an acceptable alternative, such as a U.S. passport or qualifying Department of Defense ID, to enter a federal facility.
Residence must be within a 60-minute driving distance of one of the specified VA medical center facilities.
Must have wired cable high-speed internet with a direct cable connection to the home router, minimum 25 Mbps download and 10 Mbps upload, without delay; internet service is supplied by the employee.
Must be able to work according to established schedules, including timely starts and ends, scheduled breaks and meal periods, and workforce-management requirements.
Must have regular and reliable attendance.
Must have a quiet, distraction-free, ergonomically sound home work environment conducive to customer calls.
Must communicate effectively, listen, think, speak, and document interactions in real time, with excellent verbal, interpersonal, and written communication skills.
Must be able to work under pressure and calmly and effectively handle escalating or difficult calls.
Must be able to handle all assigned customer interactions regardless of their subject matter or the caller’s presentation.
Must remain professional, focused, and productive while handling emotionally charged, graphic, upsetting, or distressing conversations, including crisis-related and highly sensitive topics.
Must meet established quality, productivity, attendance, and schedule-adherence standards.
Must be able to use a computer, keyboard, mouse, headset, and related technology across multiple software applications.
Must be able to assemble, connect, and test a PC, power, internet connection, monitor(s), mouse, keyboard, docking station, and headset, and troubleshoot technical issues with government-issued equipment.
Must be able to work at a computer workstation for extended periods and remain seated for significant portions of the shift.
Must be able to view, read, and interpret screen information for extended periods while navigating multiple applications.
Must maintain sustained concentration, attention, and accurate documentation in a fast-paced environment.
Must be able to communicate through computer-based voice systems, including speaking and hearing during prolonged customer and team interactions.
Must be able to lift, carry, push, and pull equipment and materials weighing up to 20 pounds.
Must be able to assemble, connect, disconnect, and troubleshoot workstation equipment, including reaching, bending, stooping, and crouching as needed.
Must be able to transport assigned equipment and travel to designated work locations or support facilities as needed.

Nice To Haves

Familiarity with military and veteran community programs.

Responsibilities

Learn, understand, and explain Department of Veterans Affairs services and procedures.
Assist Veterans by directing them to appropriate resources for questions, issues, and complaints.
Ask clarifying questions to identify complex or vague requests for VA services and information.
Select VA services appropriate to the specific needs of Veterans.
Remain engaged with callers until they are connected with someone who can help.
Accurately record details of calls and other service requests within required time frames.
Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
Use and navigate multiple screens and Customer Relationship Management (CRM) applications.
Maintain the confidentiality and privacy of callers.
Handle incoming customer interactions from assigned work queues and perform assigned duties regardless of call subject matter or customer presentation.
Meet established schedules, including start and end times, scheduled breaks and meal periods, and workforce-management requirements.
Assemble, connect, test, and troubleshoot the computer workstation and related government-issued equipment.