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Call Center Representative - 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 Customer Service Agent will be responsible for providing high-quality customer service to callers, primarily veterans, contacting 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 fully remote 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/Exempt

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

Anticipated Start Date: September 1st, 2024

Position Responsibilities:

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

• Capture incoming phone numbers from telephony software

• Use appropriate greetings for incoming phone lines

• Show empathy and engage in active listening with customers

• Utilize the CRM tool to document calls and repeat back information as needed

• Triage level of solution necessary to address customer's needs

• Protect privacy of customers and release information only to authorized personnel

• Provide tele-interpreter services for callers needing assistance in another language

• Warm transfer calls to appropriate VA specialist when necessary

• Utilize pre-approved content located in the Knowledge Management tool

• Conduct service recovery as appropriate

• Verify identity of customers prior to releasing information

• Disconnect calls following Call Closing instructions

• Responsible for other operational activities as assigned

Requirements

Position Requirements:

• High School diploma or equivalent

• Customer Service/Call Center work experience

• 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:

• 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

KSA Integration is an equal-opportunity employer.