Sr. Contact Center Agent

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

This position will work with the Department of Veteran Affairs (VA) Veterans Experience Office (VEO) to provide contact/call center support to our nations veterans. This role is responsible for handling escalated calls nesting new hires processing time sensitive high priority cases and software testing. Employees will focus on leading delivering superior customer service meeting service level expectations and addressing service recovery issues. This is a remote position but you must be within 50 miles of the Houston TX VA office 6900 Almeda Road Houston Texas.

Duties/Responsibilities:

Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources.
Provide service recovery when caller expresses dissatisfaction with the interaction with agent.
De-escalate aggravated callers when warranted.
Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive.
Provide 1:1 training as time permits.
Coordinate and handle nesting and coaching responsibilities with new agents.
Enter exceptions for agents in WFM software with supervisor approval.
User Acceptance Testing (UAT) for CRM and other software releases.
Approve urgent time sensitive and high priority (Priority 1 and Priority 1 Other) cases.
Troubleshooting basic agent technology issues.
Advise supervisor on team performance.
Participate in call calibration activities.

Required Skills/Abilities:

Strong service orientation and service recovery skills.
Excellent verbal and written communication skills with demonstrated good judgment and sense of diplomacy.
Able to effectively handle multiple assignments in a deadline-sensitive office environment.
Ability to handle confidential and sensitive information in an appropriate manner.

Education and Experience:

At least three (3) years of contact/call center experience.
Strong knowledge of Microsoft Office products and technically savvy.
Must be able to obtain a Security Clearance.

Physical Requirements:

Able to sit at a desk and work on a computer for prolonged periods of time.
Ability to reach push pull lift and carry at least 15 pounds.

NOTE: All functions of this position are not necessarily described in this description.

Required Experience:

Senior IC

Duties/Responsibilities:

Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources.
Provide service recovery when caller expresses dissatisfaction with the interaction with agent.
De-escalate aggravated callers when warranted.
Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive.
Provide 1:1 training as time permits.
Coordinate and handle nesting and coaching responsibilities with new agents.
Enter exceptions for agents in WFM software with supervisor approval.
User Acceptance Testing (UAT) for CRM and other software releases.
Approve urgent time sensitive and high priority (Priority 1 and Priority 1 Other) cases.
Troubleshooting basic agent technology issues.
Advise supervisor on team performance.
Participate in call calibration activities.

Required Skills/Abilities:

Strong service orientation and service recovery skills.
Excellent verbal and written communication skills with demonstrated good judgment and sense of diplomacy.
Able to effectively handle multiple assignments in a deadline-sensitive office environment.
Ability to handle confidential and sensitive information in an appropriate manner.

Education and Experience: