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Title

Customer Service Rep - Shepherdstown WV  
Description

Calloway & Associates, Inc. is GROWING our Contact Center Team in Shepherdstown WV!

COME GROW WITH US!!!!

 

 

Do you enjoy working in the customer service, call center, or hospitality industries because of the ability to provide excellent service and turn someone’s day around? Have you been the “go to” person on your team to handle the grouchy customers because you’re the one who can make them smile? Are you an empathetic individual capable of seeing things from another’s point of view and helping them solve their problem as if it were your own?

 

If this sounds familiar, the Veteran’s Administration wants you to provide that level of service to our deserving Veterans in our contact center role.

 

The Customer Service Representative provides front line support for the Veterans Experience Office’s premier Contact Center (also known as the VA White House Hotline). You will assist callers by directing them to proper resources to address questions, issues, and concerns. Calls are from a wide variety of individuals including Veterans and their family members and/or representatives.

 

 

CORE FUNCTIONS AND RESPONSIBILITIES:

 

  • Be able to explain Department of Veterans Affairs (VA) services or procedures
  • Practice active listening and not interrupt the caller
  • Ask clarifying questions to identify complex or vague requests for VA services and information
  • Accurately record details of calls including service requests and concerns
  • Select the appropriate VA services to meet the specific needs of the caller
  • Establish and maintain effective communication and working relationships with coworkers, VA employees, outside agencies and the public
  • Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application
  • Utilize a daily scheduling system that tracks time spent on calls, breaks, lunch, training, meetings, etc.
  • Participate in regular ongoing training and meetings
  • Maintain confidentiality and privacy of callers
  • Organize and prioritize multiple tasks
 
Position Requirements

  • QUALIFICATIONS AND REQUIREMENTS:

     

  • One year of work experience in a customer service environment
  • Ability to work under pressure while remaining calm and nonreactive to the caller’s possible poor behavior
  • Ability to learn how to effectively deal with escalating or difficult calls
  • Capability to multitask, use multiple computer screens and programs while talking to the caller and typing
  • Willingness to use available resources for information gathering and sharing during the call and not rely on memory to ensure that Veteran gets most up to date information and to ensure that most up-to-date procedures and processes are followed.
  • Must be detail-oriented with strong organizational and time-management skills
  • Must have excellent verbal, interpersonal, and written communication skills
  • Must have an empathetic, helpful, caring demeanor with a willingness to assist that is conveyed to the caller
  • Familiarity with the military and veteran community programs is a plus
  • U.S. Military Veteran or Veteran family members receive additional consideration
  • Ability to pass a federal NACI background check- you must be a U.S. Citizen or a Green Card Holder
  • Proof of eligibility to work in the United States

 

Calloway & Associates, Inc., a Disability/Military friendly company, gives preferential consideration to U.S. Military Veterans or Veteran family members.


Calloway & Associates, In. Benefits:

 

  • Health, Dental, and Vision
  • Group Life/AD&D insurance
  • AFLAC Voluntary Benefit Program
  • Paid Time Off and Sick Leave
  • 11 Federal Holidays Observed
  • 401(k) Plan
  • On Time On Target Attendance Bonus Program
  • Employee Referral Bonus Program
  • Service Excellent Performance Program

Disclaimer: Calloway & Associates, Inc. provides support to federal government clients. As such, we may be required to have our employees fully vaccinated for COVID-19. By applying for this position, you understand you may be required to disclose your vaccination status as a condition of employment.

Calloway & Associates, Inc. is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

Calloway & Associates, Inc. is committed to the full inclusion of all qualified individuals. As part of this commitment, Calloway will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Jackie W. Johnson, Human Resources (919) 747-7488 or Jackie.w.johnson@calloway-assoc.com .

 
Full-Time/Part-Time Full-Time  
Compensation 16.73 per hour plus additional 4.80 (H&W) for a total of 21.53 per hour  
Position Call Center Rep/Agent - Shepherdstown WV  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
Open Date 12/5/2022  
Location Department of Veteran Affairs - Shepherdstown WV  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://CallowayAndAssociatesInc.appone.com

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