Outreach Specialist

Summary

This is a contingent opportunity and would begin work upon the contract award. The Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their family members to request and obtain appropriate non-medical assistance from the Marine Corps’ Wounded Warrior Regiment (WWR).

Essential Duties And Responsibilities

• Maintains familiarity with benefits, entitlements, and support services related to medical care, transition assistance, education, employment, family support and quality-of-life services.
• Monitors social media sites (e.g. Facebook and Instagram) to ensure all support needs of the Recovering Service Members (RSM) are being met.
• Responds to requests for assistance on applications or social media sites within sixty (60) minutes during operational times and within two hours of return from non-operational times.
• Identifies emerging issues or trends and coordinate referrals to appropriate programs, case managers or support agencies.
• Afford support an assigned shift as needed between the timeframe of 11:30AM - 8:00PM ET.
• Assist with follow-up actions, special outreach campaigns and reporting requirements in support of program leadership.

Required Qualifications

• Bachelor’s Degree
• Minimum two (2) years of experience in client-facing support or service coordination roles involving direct client communications, proactive follow-up and connection to appropriate resources.
• Strong interpersonal communication skills with the ability to build rapport and trust.
• Knowledge of Marine Corps culture.
• 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 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.
• Excellent oral and written communication skills.
• Ability to document outreach efforts and coordinate follow-through actions with case managers or supervisors.
• Ability to work within structured protocols and escalation procedures.
• Ability to work with diverse populations with varying needs.

Preferred Qualifications

• Previous experience supporting this contract as a Customer Care Representative.

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 and requires U.S. Citizenship, a valid driver's license, transportation, and auto insurance.

Competencies

• Ability to work both independently and as part of a team.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands

• Sits, stands, bends, lifts, and moves intermittently during working hours.
• Uses laptop, headset, printer and other office equipment.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

• This position is remote and the employee should ensure a quiet workspace with minimal distractions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Certification is based on geographic location and experience. Wages are available upon request.