Tier 1 Call Center Representative
Tier 1 Call Center Representative
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$ 34000 - 38000
1 Vacancy
Job Description
Veterans Engineering is seeking Tier 1 Call CenterRepresentatives to support a Department of Veterans Affairs (VA) call center that servesas the initial point of contact for veterans seeking information and assistance.Heres a detailed job description tailored for such a position:
Positions in these locations: El Paso TX; Barbourville KY and Bossier City LA
JobSummary:
As a Tier 1 Call Center Representative you willprovide essential support to veterans addressing inquiries resolving issuesand guiding them through various VA programs and benefits. This role demands ahigh level of compassion efficiency and dedication to ensuring veteransreceive the support and information they need.
Key Responsibilities:
1. Handle Incoming Calls:
Answer incoming calls promptly andprofessionally.
Identify the callers needs and providefirstcontact resolution whenever possible.
Escalate complex issues to appropriate Tier 2support staff or specialized departments.
2. Information Provision:
Provide accurate and uptodate informationregarding VA benefits programs and services such as healthcare disabilityeducation and pension.
Assist veterans in navigating the VAs systemsand websites.
3. Documentation:
Accurately log all interactions in the VAsCRM system.
Ensure confidentiality and security ofveterans personal information.
4. Followup.
Conduct followup calls when necessary toensure resolution or to provide additional information.
Coordinate with other departments to addressspecific veteran concerns.
5. Feedback Collection:
Collect feedback from veterans to improveservice delivery.
Participate in training and developmentsessions to enhance knowledge and skills.
Requirements:
Education: High school diploma or equivalentrequired. Associate degree or higher preferred.
Experience: Previous experience in a callcenter or customer service environment preferred. Experience in healthcaregovernment or militaryrelated fields is a plus.
Skills
Excellent communication and interpersonalskills.
Strong problemsolving abilities and attentionto detail.
Ability to handle stressful situations withpatience and professionalism.
Proficient in Microsoft Office and call centerequipment/software.
Empathetic and compassionate demeanor.
High ethical standards and respect forconfidentiality.
Work Environment:
Fastpaced call center environment.
Requires sitting and wearing a headset forextended periods.
Benefits:
Health dental and vision insurance
Retirement plan
Paid time off
ClosingStatement:
Join our team and make a difference in the livesof veterans every day. We are committed to fostering an inclusive andsupportive environment where you can develop your skills and grow your career.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
