Customer Service Representative Marine Corps Wounded Warrior Call Center

About the role

KSA Integration is a Service‑Disabled Veteran‑Owned Small Business (SDVOSB) that provides business and management solutions through two core portfolios: Warrior Readiness and Warrior Care. The company is a rapidly growing government contractor recognized for focused customer service, on‑time performance, and continuous improvement, earning the Inc. Best Workplaces award (2019‑2025), the Best for Vets List by Military Times (2019‑2025), and the Department of Labor “Hire Vets” Platinum Medallion Award (2021‑2025). The Customer Care Representative (CCR) serves as the first point of contact for inbound calls, conducts outreach, monitors social media, interviews Marines and family members, assesses support needs, and connects individuals to appropriate resources, benefits, and entitlements.

Responsibilities

• Answer all incoming calls and serve as the first contact for inbound inquiries.
• Conduct outreach calls and monitor social media channels.
• Interview Marines and/or family members to assess individual support needs.
• Provide information and guidance toward applicable resources, benefits, and entitlements based on the assessment.
• Act as a liaison between the Marine and the resource‑supporting entity to ensure positive contact and relay pertinent information.
• Capture the essence of WII Marines’ concerns/issues and document the information in MCWIITS.
• Work in shifts supporting 24‑hour operations, with manning adjusted to call volume and outreach population availability.
• Participate in initial two‑week training in the Wounded Warrior Call Center (11:00 AM‑7:30 PM).

Requirements

• Current Active Tier 3 (T3) background investigation or National Agency Check with Local Agency and Credit Checks (NACLC).
• Familiarity with the organization and functions of the United States Marine Corps.
• Proficiency in Microsoft Office 365.

Pay

Base pay: $19.80 per hour. As a Service Contract Act position, an additional $5.55 per eligible hour is provided for health and welfare benefits, paid separately from base pay.

Benefits

A full range of medical, financial, and/or other benefits is offered, dependent on the position.

Schedule

Second shift: 4:30 PM‑12:30 AM, Tuesday through Saturday. Hybrid work is available (2 days per week). CCR schedules are broken into three shifts to maintain 24/7/365 operations; initial training runs for two weeks in the Wounded Warrior Call Center from 11:00 AM‑7:30 PM.