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Passion for the Mission. Expertise for the Solution.
Customer Service Representative
Location
Mississippi
Posted
80 days ago
Salary
0
Seniority
Junior
Job Description
Customer Service Representative
Zeiders Enterprises, Inc.
• 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 (e.g., ask probing questions or repeat back what was said) 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.
Job Requirements
- Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office.
- High school diploma or GED.
- At least six (6) months of customer service experience in a professional office-based environment (virtual or in-person).
- Ability to hardwire to high-speed internet (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay).
- Prior experience in a similar role with the VEO (preferred).
- Experience working in a call center or contact center (preferred).
- Experience working in a virtual environment (preferred).
- Familiarity with the military and veteran community programs (preferred).
Benefits
- 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.
- 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.
- U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.
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