Customer Service Represenitive - Floater position
The floater position is responsible for filling in when ever an employee calls out or is scheduled for vacation
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
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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 .
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