Lead Customer Service Agent

7 days ago

Golden, United States Management Support Technology, Inc. Full time
Job DescriptionJob Description

Management Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI’s dedicated team members and corporate personnel have delivered logistical, management and technical services to the Department of Veteran Affairs (VA). The MSTI culture fosters strong relationships and meaningful work. Our team enjoys our family-oriented business that values family, work-life balance, and professional and personal growth.

As a Lead Customer Service Agent (CSA), you represent the Denver Logistics Center (DLC) on-site and will be responsible for assisting the Call Center Supervisor in overseeing CSA’s and managing call center workloads. Considered a working Lead, responsibilities also include the placement of all orders received from VA clinicians and Veterans. Orders are received via the call center and will be for products such as hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, prosthetic socks, aids for the blind and telehealth equipment. The Lead CSA will answer inquires and provide direct assistance to Veterans, and VA Clinicians in the process of fulfilling their orders utilizing the Remote Order Entry System (ROES) and transfer calls to different departments and/or sections within the DLC, assisting with credit card transactions, and processing mail. To be successful in this position the Lead CSA will display leadership skills, empathy, problem solving, communicate effectively, be an active listener, be patient, adaptable and resourceful and always maintain a positive approach.

The VA and DLC provide holistic supply chain management for the VA National Audiology, Prosthetics, and Telehealth Programs and support the VA and other Government agencies with professional acquisition and logistics services. The VA DLC procure, stock, and distribute commodities, including hearing aids and accessories, cochlear implants and accessories, assistive listening devices and accessories, assistive devices, batteries, prosthetic socks, orthotic soft goods, aids for visually impaired, Home Telehealth equipment, and peripherals worldwide.

Lead Customer Service Agent Responsibilities:

• Assist Call Center Supervisor in monitoring daily workloads, agents, and documenting discrepancies.

• Ensure Agents follow established standard operating procedures.

• Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call.

• Process, track, and place order(s) using Outlook email, scanner technology, and DLC software (Remote Order Entry System).

• Respond to emails using Outlook email.

• Evaluate orders for accuracy and timeliness by verifying shipment tracking.

• Process credit card payment for charges made under PAY.GOV program.

• Gather information from Customers necessary and sufficient to place accurate orders.

• Conduct courteous and professional telephone interviews that address Customers’ issues and/or questions.

• Proficiently navigate Vendor Websites to locate manufacturer specific information, product guides, manuals, and instruction.

• Process ROES loop transactions.

• Provide assistance to customers by guiding them through the ROES software program screens.

• Provide instructions and/or guidance on technical or administrative matters, including ordering procedures, ROES loop processing, problem resolution, and other aspects as needed.

• Other duties as assigned.


Qualifications

• Minimum high school diploma, or equivalent; one (1) year training and leading customer service teams to perform successful business operations. Higher education and/or additional years of experience in supporting customer service call centers preferred.

• Intermediate/advanced skills in Microsoft office applications including Word, Excel, Outlook, and SharePoint.

• Demonstrated skills and knowledge managing customer complaints and providing resolution.

• Ability to effectively listen and communicate verbally with people on the telephone.

• Advanced skills in verbal and written communications.

• Proficient in using office automation equipment and software including personal computers, printers, calculators, scanners, shredders, and copiers, etc.

• Able to type at least 50 WPM, use an electric calculator, and be proficient in 10-key data entry via keyboard.

• Have understanding of computer system tools such as keyboard mapping and smart keys to maximize efficiency.

• Ability to obtain a National Agency Check with Inquiries (NACI).


Benefits: Position eligible for full benefits to include Medical, Dental, Vision, Flexible Spending Accounts (FSA), Life Insurance, Vacation, Sick Leave, 401(a) Retirement Plan, 401(k) Retirement Plan, Employee Stock Ownership Plan (ESOP), and 11 Federal Holidays.


Management Support Technology, Inc is an Equal Opportunity Employer/Disabled/Veterans

  • Customer Service Agent

    2 weeks ago

    Golden, United States Ladgov Corporation Full time

    Job DescriptionJob DescriptionJob Title: Customer Service / DispatcherPlace of Performance: Denver Logistics Center, West Pleasant View, ColoradoDuties:  Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call.  Process, track, and place order(s) using Outlook email, scanner technology, and DLC...

  • Customer Service Agent, Part-Time

    2 weeks ago

    Golden, United States Management Support Technology, Inc. Full time

    Job DescriptionJob DescriptionManagement Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI’s dedicated team members and corporate personnel have delivered logistical, management and technical...

  • Customer Service Agent, Full-Time

    7 days ago

    Golden, United States Management Support Technology, Inc. Full time

    Job DescriptionJob DescriptionManagement Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI’s dedicated team members and corporate personnel have delivered logistical, management and technical...

  • Life Insurance Agent

    7 days ago

    Golden, United States Barnes Agency Full time

    Job DescriptionJob DescriptionJob Title: Life Insurance  AgentCompany Overview: Join our dynamic and rapidly growing team at the Barnes Family Agency, a leading provider of comprehensive life insurance solutions. We are committed to safeguarding our clients' financial futures and providing them with peace of mind through personalized life insurance...

  • CUSTOMER SERVICE LEAD

    Found in: Careerbuilder One Red US C2 - 7 days ago

    Golden Valley, MN 55416, USA, United States Burlington Full time

    Burlington - JobID: 219579 [Department Manager] As a Customer Service Lead at Burlington, you'll: Direct cashier coverage and customer flow at the front of lines to ensure efficient service; Assist management team in communicating promotions and company updates; Monitor and validate returns, exchanges, check authorizations, voids, and other transactions;...

  • Front Desk Agent

    7 days ago

    Golden, United States La Quinta Denver - Golden Full time

    Compensation Type: Hourly Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the...

  • Call Center Supervisor

    2 weeks ago

    Golden, United States Management Support Technology, Inc. Full time

    Job DescriptionJob DescriptionManagement Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI’s dedicated team members and corporate personnel have delivered logistical, management and technical...

  • Service Manager

    1 week ago

    Golden, United States Denver Industrial Pumps, Inc. Full time $31 - $36

    Position: Service ManagerLocation: Golden, COCompany Overview: At Denver Industrial Pumps, Inc., we are a leading distributor of industrial pumps, known for our comprehensive range of products and exceptional customer service. We cater to various industries, including manufacturing, chemical processing, and water treatment.Job Summary: The Service Manager...

  • Call Center Representative

    1 week ago

    Golden, United States ISCI Full time

    NOTE: THIS JOB IS NOT REMOTE. WORK TAKES PLACE ONSITE AT THE VA CALL CENTER IN GOLDEN, COJob SummaryAgents in the ONSITE VA Call Center in Golden, CO are the frontline representatives and are responsible for the placement of all orders received from VA clinicians and Veterans at the DLC, orders received via the call center will be for DLC products such as...

  • Call Center Representative

    Found in: Appcast Linkedin GBL C2 - 2 weeks ago

    Golden, United States ISCI Full time

    NOTE: THIS JOB IS NOT REMOTE. WORK TAKES PLACE ONSITE AT THE VA CALL CENTER IN GOLDEN, COJob SummaryAgents in the ONSITE VA Call Center in Golden, CO are the frontline representatives and are responsible for the placement of all orders received from VA clinicians and Veterans at the DLC, orders received via the call center will be for DLC products such as...

  • Call Center Representative

    Found in: Appcast US C2 - 1 week ago

    Golden, United States ISCI Full time

    NOTE: THIS JOB IS NOT REMOTE. WORK TAKES PLACE ONSITE AT THE VA CALL CENTER IN GOLDEN, COJob SummaryAgents in the ONSITE VA Call Center in Golden, CO are the frontline representatives and are responsible for the placement of all orders received from VA clinicians and Veterans at the DLC, orders received via the call center will be for DLC products such as...

  • Front Office Manager

    Found in: beBee S US - 7 days ago

    Golden, United States Origin Hotel Red Rocks Full time

    Job Description The Front Office Manager’s primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest...

  • Front Office Manager

    Found in: beBee jobs US - 2 weeks ago

    Golden, United States Origin Hotel Red Rocks Full time

    Job DescriptionThe Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest...

  • Plumber - Sewer Installer

    7 days ago

    Golden, United States AAA Service Plumbing, Heating, Electric Full time

    Job DescriptionJob DescriptionDescription:Plumber - Sewer InstallerAAA Service is an established Plumbing, HVAC, Electric and Sewer and Drain company that services throughout the Metro Denver Community. Customers have relied on AAA Service since 1983 and that is why we have 1000’s of 5 Star Reviews and maintain a 4.8/5 in Google Star Ratings. We are...

  • Field Service Engineer

    1 day ago

    Golden, United States Torus Americas Inc. Full time

    Who are we? Torus Americas Inc, located in Golden, Colorado, is part of Torus Group. The Group delivers measurement systems to leading industries around the world including metal packaging, plastic packaging, aerospace, automotive, pharmaceutical and medical industries. Utilizing 25 years of metrology expertise we custom design automated inspection and...

  • Field Service Engineer

    7 days ago

    Golden, United States Torus Americas Inc. Full time

    Job DescriptionJob DescriptionWho are we?Torus Americas Inc, located in Golden, Colorado, is part of Torus Group. The Group delivers measurement systems to leading industries around the world including metal packaging, plastic packaging, aerospace, automotive, pharmaceutical and medical industries. Utilizing 25 years of metrology expertise we custom design...

  • Warehouse Shift Lead

    7 days ago

    Golden, United States NELOGIS Full time

    Job DescriptionJob DescriptionCompany DescriptionNext Evolution Logistics Solutions (NELOGIS) is a certified Service Disabled Veteran Owned Small Business (SDVOSB) headquartered in Durham, NH, with offices in the Washington, DC metro area, Bogotá, Colombia and Dubai, UAE. NELOGIS provides a full range of logistics services to U.S. Government departments...

  • IT Service Desk Contractor

    7 days ago

    Golden, United States LanceSoft Full time

    Enter Job Description... The IT Helpdesk Support Contractor will provide technical assistance to end-users, ensuring smooth operation of computer systems and excellent customer service. This position involves both in-person and phone-based interactions. Responsibilities: 1. First Point of Contact Serve as the initial point of contact for...

  • Field Service Technician

    1 week ago

    Golden, United States Denver Industrial Pumps, Inc. Full time $56,000 - $70,000

    Summary: The Field Service Technician is responsible for repairing pumps and performing fabrication design tasks in the field at various customer sites. This role involves maintaining a current driver’s license, and demonstrating knowledge of various systems. The technician must adhere to safe service practices and work effectively with both hand tools and...

  • Licensed Insurance CSR/ Customer Service Sales Rep

    2 weeks ago

    Golden, United States Justin Aller - State Farm Agency Full time

    Job DescriptionJob DescriptionPlease read the entire post. A top producing State Farm insurance office is looking for two full time licensed team members. This position has a base of $20-22hr depending on experience, plus bonuses and commission. We have two locations and a current team of 8. We are looking for a candidate that is easy going, hard working and...