Call Center Staff

Compass Government Solutions LLC is seeking dedicated Call Center Staff to provide high-quality support to Service Members (active duty reserve components and National Guard) Coast Guard personnel Veterans and their this role you will be the first point of contact for those seeking guidance answering calls emails and chats while delivering accurate information resolving concerns and ensuring a positive and empathetic experience. As we prepare to submit our proposal for this contract we are inviting qualified and skilled professionals to be considered for inclusion as valued members of our team helping us make a meaningful impact on the lives of those who serve.

Job Duties:

• Answer incoming calls emails and chat messages in a timely and professional manner.
• Actively listen to Service Members needs and concerns to understand the root cause of issues.
• Provide accurate complete and up-to-date information regarding products services policies and procedures.
• Troubleshoot and resolve Service Members complaints and issues efficiently and effectively escalating complex cases to the appropriate department when necessary.
• Maintain a positive and empathetic demeanor in all Service Members interactions.
• Accurately document all Service Members interactions and resolutions in the CRM system.
• Update Service Members information as needed.
• Maintain a thorough understanding of products services and policies.
• Achieve individual and team performance
• Adhere to all policies procedures and quality standards.
• Maintain confidentiality of Service Members information.
• Participate in ongoing training and development programs.
• Collaborate effectively with team members and other departments to ensure seamless service.
• Provide feedback to supervisors on recurring Service Members issues or process improvements.

Qualifications :

• A minimum of one year of experience in a medical/hospital call center
• A minimum of one year of experience in triage care management motivational interviewing and crisis counseling
• Fluent in English and/or Spanish both oral and written
• Ability to handle inquiries and requests in a courteous and professional manner
• Ability to listen to and empathize with Service members Veterans and others and acknowledge their concerns
• Ability to gather information to determine a Service member Veteran or family members needs as well as apply problem-solving skills and resolve the inquiry/request effectively
• Ability to communicate information clearly accurately and completely
• Ability to record all pertinent information accurately and efficiently
• Ability to handle crisis and abusive calls in a professional and effective manner
• Ability to control the pace and flow of the inquiry/request and manage call time effectively

Additional Information :

Benefits:

At Compass Government Solutions we value our team and offer a comprehensive benefits package designed to support your health well-being and professional growth:

• Competitive Salary  Recognizing your skills and experience.

• Accrued Paid Time Off & Paid Federal Holidays  Balance work and life with time to recharge.

• Medical Dental and Vision Plans  Flexible coverage to meet your needs.

• Capital Services CSI Benefits Packages  Our signature benefit offering enhanced coverage mental health support and specialized resources tailored to our employees unique needs.

• 401(k) Plan  Planning for your future has never been easier.

• Life & Disability Insurance  Protection and peace of mind for you and your family.

EOE AA M/F/Vet/Disability

Compass Government Solutions is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status or any other characteristic protected by federal state or local laws.

Remote Work :

Yes

Employment Type :

Full-time