Full-Time Tier 1 Customer Service Support Specialists

TDB Communications is seeking Full-Time Tier 1 Customer Service Support Specialists (CSRI) to join our experienced and professional team onsite in Columbia, SC. The Customer Service Support Specialist will assist and engage with Veterans, their beneficiaries, caregivers, survivors, and advocates to recover the damage done from a prior poor customer experience. If you are able and willing to provide World Class Customer Service for our Veterans that sacrificed everything for our freedom, please apply today

New Hire Training

* To prepare you for this role, TDB/VA Leaders will provide extensive and knowledgeable paid training for up to 2-3 weeks.

* Current New Hire Training Scheduled is: 9:00am - 5:30pm EST Mon-Fri

Hours of Operations after New Hire Training

* Schedules will be provided once you complete new hire training and will align to an operations schedule that best fits the business and projects' needs.

o Schedules will vary between the hours of 6:30 am - 10:30 pm EST with SAT/SUN off.

o Candidates must be flexible with all schedules and be able to work weekends and holidays if necessary.

* **Please note that all schedules are subject to change due to business needs.

Pay and Benefits:

* Base rate: $18.00 per hour

* Medical, Dental, and Vision benefits available

* 401(k) available with company match

* Paid holidays

* PTO

What you will be doing:

* Use provided knowledge management tools to locate processes or information needed to assist the customer.

* Capture and answer the incoming phone call from the customer.

* Use appropriate professional call flows, greetings and customer service queues for all incoming phone calls by:

o Engaging in active listening with the customer and working towards a solution together.

o Apologizing for any issues and showing empathy for our customers' concerns.

o Expressing gratitude for letting you know about the situation or problem.

o Obtaining relevant information from the caller that will assist you in the correct or needed resolution.

o Using established procedures and techniques that you have been trained on to ask probing or clarifying questions to get to the root cause of the issue.

o Thanking the Veteran for their services on every call or contact.

* Employees will utilize our Customer Relationship Management (CRM) Tool to document, leave notes and record all calls and interactions with callers.

* Triage level of solution necessary to address customer's need.

* Make informed and educated decisions to determine if the customer needs can be met during the call, if immediate referral to the right VA specialist is warranted, or if intake and routing electronically is appropriate.

* Protect the privacy and security of customers and release information only to authorized personnel by verifying callers.

* Responsible for other operational activities as they are identified and delegated.

Education and Requirements:

* High School Diploma/GED

o Must have at least 1 year of Call Center experience.

* Must provide world-class customer service experience.

* Must have working knowledge of e-mail, internet, and computer systems.

* Ability to communicate with applicants/recipients, and family members with empathy, while always retaining professional composure.

* Team-oriented, professional

o It's highly preferred that candidates possess knowledge of health care, managed care, and health and human services.

o Experience working with Veterans or VA projects is highly preferred

* Ability to work weekends if applicable

About TDB

TDB Communications, Inc. is an 8(a)-minority-owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Screening Requirements for Employment Opportunity

As part of our selection process for this position, you will receive requests for a background check and possibly a drug screen. It is crucial that you respond promptly to these requests, as we aim to fill our vacancies swiftly. Please be aware that non-responses may lead to disqualification from this employment opportunity.

* Please note that employment in this role is contingent upon the successful completion of a background check.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.

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Apply With Resume * First Name* Middle Name (Required) Last Name* Email* Street Address (please include apartment number).* City / Country* State* Zipcode Mobile Check here if you have worked as a CSR for TDB Communications, Inc. before. Job Associated Questions 1. Do you have a high school diploma (or equivalent)? * YesNo 2. Do you have at least 1 year of inbound call center or customer service experience?* YesNo 3. Do you live within commuting distance of Columbia, SC? * YesNo Employer Education Self-Identification (Voluntary) As a Federal contractor, we are required to ask for certain information from candidates for our jobs. If you choose not to self-identify, you are free to select that choice. The information we gather here helps us report our compliance with our EEO and Veterans hiring obligations. VOLUNTARY SELF-IDENTIFICATION OF VETERAN STATUS
Why are you being asked to complete this form?
1. This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. These classifications are defined as follows:

• A "disabled veteran" is one of the following:
  • A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
  • A person who was discharged or released from active duty because of a service-connected disability.
• A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

• An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Protected veterans may have additional rights under USERRA-the Uniformed Services Employment and Reemployment Rights Act. In particular, if you were absent from employment in order to perform service in the uniformed service, you may be entitled to be reemployed by your employer in the position you would have obtained with reasonable certainty if not for the absence due to service. For more information, call the U.S. Department of Labor's Veterans Employment and Training Service (VETS), toll-free, at 1-866-4-USA-DOL.
2. If you believe you belong to any of the categories of protected veterans listed above, please indicate by checking the appropriate box below. As a Government contractor subject to VEVRAA, we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. 3. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information provided will be used only in ways that are not inconsistent with the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended.
4. The information you submit will be kept confidential, except that (i) supervisors and managers may be informed regarding restrictions on the work or duties of disabled veterans, and regarding necessary accommodations; (ii) first aid and safety personnel may be informed, when and to the extent appropriate, if you have a condition that might require emergency treatment; and (iii) Government officials engaged in enforcing laws administered by the Office of Federal Contract Compliance Programs, or enforcing the Americans with Disabilities Act, may be informed. Form CC-305 Voluntary Self-Identification of Disability OMB Control Number 1250-0005
Expires 04/30/2026 Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability.
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