Call Center Representative, Frederick MD (VE260323858MD)

About the role

The Bowen Group, a GTSC company, is hiring experienced online call center customer service representatives to support the Veterans Experience Office at the U.S. Department of Veterans Affairs. This is a 100% virtual position. Your residence must be located within 60 minute driving distance to a Veterans Administration (VA) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV. Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items. Transportation to/from the facility is your responsibility. Must have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member) to enter a federal facility.

Responsibilities

• Help Veterans in potentially stressful situations find assistance.
• Engage the Veteran until a connection is made, focusing on connecting them to appropriate resources.
• Provide operational support to Veterans through the Veterans Experience Office's premier Contact Center.
• Direct Veterans to proper resources to address questions, issues, and complaints.
• Accurately record details of calls and other service requests in an expected time frame.
• Select appropriate VA services to meet the specific needs of Veterans.
• Maintain effective communication and working relationships with VA employees, outside agencies, and the public.
• Use and navigate a multi-screen computer system with Customer Relationship Management (CRM) applications.
• Maintain confidentiality and privacy of callers.

Requirements

• MUST have six (6) months of consecutive call center or contact center experience.
• Your computer must direct-connect via cable into your wired cable service home.
• Your High-Speed Internet router must indicate a minimum 25 Mbps download and 10 Mbps upload, both without any delay.
• Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work.
• You must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
• Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls.
• Excellent verbal, interpersonal and written communication skills.
• Familiarity with the military and veteran community programs is a plus.
• Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire.
• Requires Proof of eligibility to work in the United States and MUST have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member).

Qualifications

• Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training.
• During training, you will be on camera at all times in an interactive classroom environment.
• Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
• Your calls require your focus in assisting a Veteran. Sometimes the Veteran is under stress. A call can take just minutes to as long as an hour.
• Your mission: help!
• This is a 40-hour per work week position. This requires sitting at a desk and using a computer and computer monitor for 8 hours daily.

Perks

• Health and Dental Insurance - Employee Premiums 100% paid by Bowen!
• Group Life insurance - Employee Premiums 100% paid by Bowen!
• Short-term Disability - Employee Premiums 100% paid by Bowen!
• Generous vacation and sick leave
• 11 Paid Federal Holidays
• 401(k)

Pay

Full time position of $17.75 per hour + 11 paid holidays + benefits of Medical, Dental, Life Insurance, and more. There are no part-time or seasonal positions. You Need to Know Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training. During training, you will be on camera at all times in an interactive classroom environment.

Schedule

Your mission: help! This is a 40-hour per work week position. This requires sitting at a desk and using a computer and computer monitor for 8 hours daily.