Customer Service Representative

Zeiders Enterprises-posted 2 months ago

Remote • Montgomery, AL

1,001-5,000 employees

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This position is fully remote, but candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC). Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders' employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service. The Veteran Experience Office (VEO) is part of the U.S. Department of Veteran Affairs and its purpose is to improve how Veterans, their families, caregivers, and survivors interact with the VA. The VEO Call Center connects callers to benefits (VHA), health care (VBA), and memorial services (National Cemetery) to provide efficiency and effectiveness across multiple VA programs. The Customer Service Representative (CSR) provides front-line operational support to Veterans for the Veterans Experience Office's (VEO) Contact Center. The CSR assists Veterans by directing them to the proper resources to resolve questions, issues, and complaints. Information requests are received from a wide variety of individuals, primarily Veterans and their family members and/or representatives, and responses are coordinated from multiple channels (e.g., phone, email, webchat).

Provide comprehensive, empathetic and immediate support and assistance to Veterans by maintaining an in-depth knowledge and understanding of departments, services and federal regulations that facilitate access to entitled programs
Conduct service recovery or call de-escalation as appropriate
Use knowledge management tool to locate process or information needed to assist the customer
Respond to a high volume of inbound calls, emails, and webchats using established procedures and techniques to clarify what is needed
Select or recommend the appropriate VA service or department to handle a particular issue or question and provide a warm transfer call to the appropriate VA Specialist
Document call details, service requests, issues, follow-ups, etc., accurately and within the expected time frame
Maintain confidentiality of callers and protect sensitive information (personal data, medical data)
Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public

Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC)
High school diploma or GED
At least six (6) months of customer service experience in a professional office-based environment (virtual or in-person)
Excellent written and oral communication skills
Ability to work under pressure and handle stressful situations
Strong technology skills, as well as ability to navigate multiple computer systems simultaneously
Strong data entry/typing skills with a high degree of accuracy
Ability to hardwire to high-speed internet (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay) for technical setup
Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction

Prior experience in a similar role with the VEO
Experience working in a call center or contact center
Experience working in a virtual environment
Familiarity with the military and veteran community programs

Equal Opportunity Employer

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