Customer Care Executive

Key Responsibilities (Essential Functions)

• Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies.
• Schedule and reschedule C&P exam appointments, confirming required details and next steps.
• Provide general support related to the program process and navigation of the Veteran-facing portal.
• Make outbound calls as needed (e.g., follow-ups, confirmations, information verification).
• Investigate, resolve, or escalate inquiries within required timeframes using the established escalation process.
• Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details).
• Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction.
• Use approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information.
• Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications.
• Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays.
• Perform other duties as assigned to support Contact Center operations.

Required Qualifications

• Education: High school diploma or GED required (Associate’s degree preferred).
• Experience: 2–3 years of customer service, preferably in a contact center.
• Language: Ability to read and speak English clearly, professionally, and fluently.
• Required Skills & Abilities: Strong customer service, empathy, and de-escalation skills; ability to multi-task across phone and computer systems while maintaining accuracy; clear verbal communication, strong typing, and thorough documentation skills; strong attention to detail and ability to follow structured workflows and escalation paths; adaptability to changing priorities, processes, and guidance; ability to incorporate coaching and feedback; proficiency in Microsoft Office Teams and Outlook; basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets.

Qualifications

• Graduate Range Of Year Experience-Min Year 0
• Range Of Year Experience-Max Year 5