Customer Care Representative Sr.

Responsibilities

• Respond to inbound telephone calls, emails, text messages, and other customer inquiries.
• Carry out scheduled outreach calls in accordance with Government-established outreach requirements.
• Conduct basic needs assessments and determine appropriate resources and referrals.
• Accurately document customer interactions, referrals, and follow-up actions in MCWIITS.
• Maintain confidentiality of Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Coordinate with Non-Medical Case Managers for customers needing further assistance.
• Make multiple documented contact attempts when necessary.
• Meet established quality assurance and productivity standards.
• Escalate urgent or high-risk situations following established procedures.
• Participate in required training and stay proficient with Government systems and policies.

Requirements

• A minimum of 3-5 years of previous call center experience.
• US citizenship and the ability to pass a federal background check.
• Ability to handle high call volumes while maintaining professionalism.
• Ability to communicate clearly and professionally both verbally and in writing.
• Ability to document customer interactions accurately within MCWIITS or similar case management systems.
• Demonstrated empathy and professionalism when supporting wounded, ill, and injured service members and their families.
• Previous military, veteran, healthcare, or government customer service experience.
• Experience working in a call center environment.
• Familiarity with military support programs or veteran resources.

Qualifications

• A “disabled veteran” is one of the following:
• a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;
• a person who was discharged or released from active duty because of a service-connected disability.
• A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.