Customer Care Representative
Zeiders Enterprises, Inc. · Camp Lejeune, NC · 2 wk ago
On-siteCustomer ServiceFull-time
Essential Duties And Responsibilities
- Answer all incoming calls and conduct scheduled outreach calls to the supported population.
- Provide text messaging, social media support, e-mail communication, and overall monitoring and response to comments and inquiries.
- Conduct interviews and assessments of support requirements with Marines and/or family members.
- Provide information and guidance toward applicable resources, benefits, and entitlements based on assessment of individual needs.
- Serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed.
- Capture essence of wounded, ill and injured Marines’ concerns/issues and properly document the information in the Marine Corps Wounded, Ill, and Injured Tracking System (MCWIITS).
- Maintain confidentiality of callers and protect sensitive information (personal data, medical data).
Required Qualifications
- Minimum of a High School degree
- One (1) year of experience in call center operations or similar field
- Knowledge of Marine Corps culture
- Strong interpersonal skills
- Excellent oral and written communication skills
- Understanding of the significance of the cultural bond and Marine ethos needed when dealing with Marines
- Knowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes
- Proficiency in Microsoft Office Suite software and demonstrated ability to use software to prepare management reports and provide information
- Strong technology skills, as well as ability to navigate multiple computer systems simultaneously
- Strong data entry/typing skills with a high degree of accuracy
Preferred Qualifications
- Prior experience in a similar role with the WWCC
- Familiarity with the military-specific community resources
Other Requirements
- Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints
- This position requires access to U.S. Government facilities and systems
- U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required
Competencies
- Ability to work both independently and as part of a team
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
- Time Management – Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work
Physical Demands
- Works in office areas
- Sits, stands, bends, lifts, and moves intermittently during working hours
- Uses computer, telephones, copiers, printers and other office equipment
- The employee must occasionally lift and/or move up to 10 pounds
Work Environment
- The noise level in the work environment is usually quiet