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Call Center Representative
4 months ago
Call Center Representative / CSR
- This is a work from home position, but you must live within 50 miles of Tucson, AZ - Zip code 85723
- Meeting the needs of our nation’s veterans is a top concern. A special call center has been established to assist veterans, family members, and caregivers with accessing services and benefits.
As a contact center agent, you will be providing exceptional service to callers who are having difficulties or who may have experienced poor service in the past.
**Responsibilities**:
==============
During the initial call, you will be responsible for:
- Identifying yourself
- Providing basic information about VA benefits and services
- Directory assistance
- Navigational support including:
- Referrals to appropriate specialists
- Referrals to online resources
- Gathering other information as needed.
For each call, you will:
- Display empathy for callers' challenges and possible previous poor service
- Utilize available resources including the proprietary Knowledge Management tool, Job Aids, Bulletins, etc.
- Utilize the Customer Relationship Management (CRM) Tool to document the calls
- Warm transfer the call to the appropriate specialist as required
- Repeat back the information to ensure accuracy before professionally ending the call.
Agents should have a minimum of a High School degree or equivalent, customer service experience, and meet basic competency requirements for a Customer Service Representative. See Competency Requirements. Call center work experience is preferred. Must be a US citizen or green card holder.
Agent Competency Requirements
- Active listening and speaking
- Fluency in English including grammar and sentence structure.
- Knowledge retention, time management, and problem-solving
- Data entry (word processing skills of minimum 30-40 words per minute)
- Computer literacy includes:
- Ability to use files and folders to name, save, and retrieve information
Please note that this position requires a background check.
