Senior Customer Service Representative

Zeiders Enterprise•Montgomery, AL

1d•Remote

About The Position

This position is fully remote, but candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC) or Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement. Hiring for the following shifts: 8:00AM–4:00PM ET 4:00PM–12:00AM ET 12:00AM–8:00AM ET 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 a strong passion for what we do and our commitment to quality service. Summary - This position is a contingent opportunity and would begin work upon the contract award. 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 foster efficiency and effectiveness across multiple VA programs. The Senior Customer Service Representative (Senior CSR) provides high-quality customer service and advanced support to Veterans, Service Members, their families, caregivers, and survivors contacting the Veterans Experience Office (VEO) Call Center. In addition to handling complex inquiries, the Senior CSR serves as a mentor and resource for customer service representatives, assists supervisors with workflow monitoring, and helps ensure service delivery meets or exceeds performance standards.

Requirements

Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement.
High school diploma or GED
Minimum one year of customer service experience in a professional office-based environment (virtual or in-person) OR six (6) months of consecutive call center or contact center experience
Demonstrated experience handling escalated customer issues, supporting peers, or serving as a resource for others.
Excellent written and oral communication skills
Strong technology skills and ability to navigate multiple computer systems simultaneously
Strong data entry/typing skills with a high degree of accuracy
Strong interpersonal and de-escalation skills, with the ability to remain calm under pressure
Ability to troubleshoot basic technical issues and support frontline staff with common challenges.
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
Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.
This position requires access to U.S. Government facilities and systems.
U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Nice To Haves

Prior experience in a Customer Service Representative role with the VEO
Experience working in a call center or contact center
Experience working in a virtual environment
Experience providing mentoring, coaching, or training to team members.
Familiarity with the military and veteran community programs

Responsibilities

Handle calls on the supervisor escalation queue and overflow calls when customer demands exceed agent resources
Provide service recovery when caller expresses dissatisfaction with agent interaction
De-escalate aggravated callers when warranted
Handle calls from frequent and/or disruptive callers in the Veteran First Queue
Provide 1:1 training periodically
Coordinate and handle nesting and coaching responsibilities with new agents
Enter exceptions for agents in Workforce Management software, with supervisor approval
Conduct User Acceptance Testing (UAT) for CRM and other software releases
Approve urgent, time sensitive, and high priority (Priority 1 and Priority 1 Other) cases.
Troubleshoot basic agent technology issues
Advise supervisor on team performance
Participate in call calibration activities
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