Shire Jobs

Call Center Representative - Senior Tier I Agent, Veterans Empowerment Organization

Fully Remote • Remote

Description

Position is Contingent Upon Contract Award

KSA Integrationis a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2023 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020, 2021, 2022, and 2023 Best for Vets List by Military Times in addition to winning the 2021, 2022, and 2023 Department of Labor “Hire Vets” Platinum Medallion Award.

Position Overview:The Senior Customer Service Agent will be responsible for handling escalated calls from Tier 1 Customer Service Agents in a remote work environment, nesting new hires, processing time-sensitive high-priority cases, and software testing in support of the Department of Veterans Affairs. The ideal candidate will have a strong customer service background, basic computer skills, and the ability to work in a fast-paced environment.

Benefits:

· Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents)

· HSA / FSA Medical Plans

· PTO

· Flexible Work Environment and Encourage Work/Life Balance

· 401K with Company Match

· Observes all federal holidays

· Professional Development/Tuition Reimbursement Program

· Annual Career Development Process

Job Type:Full-time

Location: Remote - Candidate must live within a 50-mile radius of a VA Facility

Anticipated Start Date: February 2025

Position Responsibilities:

• Use knowledge management tools to locate process or information needed to assist the customer

• Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources.

• Provide service recovery when caller expresses dissatisfaction with the interaction with agent.

• De-escalate aggravated callers when warranted.

• Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive.

• Provide 1:1 training as time permits.

• Coordinate and handle nesting, and coaching responsibilities with new agents.

• Enter exceptions for agents in WFM software, with supervisor approval.

• User Acceptance Testing (UAT) for CRM and other software releases.

• Approve urgent, time-sensitive, and high-priority (Priority 1 and Priority 1 Other) cases.

• Troubleshooting basic agent technology issues.

• Advise supervisor on team performance.

Requirements

Position Requirements:

• Minimum of 3 years of contact center agent or higher experience

• High school diploma or equivalent

• Customer service experience required, call center experience preferred

• Basic computer skills, including proficiency with Microsoft Windows, Outlook, and Word

• Ability to type 30-40 words per minute with correct spelling and grammar

• Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment

• Knowledge of Customer Relationship Management (CRM) tools is a plus

• Candidate must have high-speed internet that maintains a 25 Mbps download speed and a 5 Mbps upload speed.

• Must pass a NACI Tier 1 background investigation

• Experience with service recovery processes is a plus

Physical Requirements:

• Ability to use a computer and telephone

Working Conditions:

• Remote call center environment

• Flexible work schedule, including evenings and weekends.

• Occasional travel may be required.

Preferred Skills/Experience:

• Previous experience providing support to the Department of Veteran Affairs

• Previous call center experience with a variety of call center technologies (i.e.,telephony systems, text, chat, email, and web-based surveys

KSA Integration is an equal opportunity employer.