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Customer Support Specialist

2 months ago

Stafford, Virginia, United States KSA Integration Full time
Job Overview

Position is Contingent Upon Contract Award

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) dedicated to delivering business and management solutions through three primary areas: (1) data analytics, (2) comprehensive veterans support, and (3) business process enhancement. We pride ourselves on our commitment to exceptional customer service, timely execution, and ongoing improvement, earning recognition such as the Inc. Best Workplaces and multiple accolades from Military Times.

Role Summary: The Customer Support Specialist will be tasked with delivering top-notch service to callers, primarily veterans, reaching out to the Department of Veterans Affairs. The ideal candidate should possess a solid background in customer service, basic computer proficiency, and the capability to thrive in a fully remote, fast-paced setting.

Benefits Offered:

  • Medical, Dental, Vision (with a significant portion of employee premiums covered by the company)
  • Health Savings Account (HSA) / Flexible Spending Account (FSA) options
  • Paid Time Off (PTO)
  • Flexible Work Environment promoting Work/Life Balance
  • 401K Plan with Company Match
  • Observance of all federal holidays
  • Professional Development and Tuition Reimbursement Program
  • Annual Career Development Review

Position Responsibilities:

  • Utilize knowledge management tools to find necessary information to assist customers
  • Capture incoming phone numbers using telephony software
  • Employ appropriate greetings for incoming calls
  • Demonstrate empathy and engage in active listening with customers
  • Document calls and repeat back information as needed using the CRM tool
  • Assess the level of solution required to meet customer needs
  • Safeguard customer privacy and disclose information only to authorized personnel
  • Provide tele-interpreter services for callers requiring assistance in other languages
  • Transfer calls to the appropriate VA specialist when necessary
  • Utilize pre-approved content from the Knowledge Management tool
  • Conduct service recovery as needed
  • Verify customer identity before releasing information
  • Follow Call Closing instructions to disconnect calls
  • Perform other operational tasks as assigned

Qualifications:

  • High School diploma or equivalent
  • Experience in Customer Service or Call Center environments
  • Basic computer skills, including proficiency in Microsoft Windows, Outlook, and Word
  • Typing speed of 30-40 words per minute with correct spelling and grammar
  • Strong communication and interpersonal skills
  • Able to work effectively in a fast-paced environment
  • Familiarity with Customer Relationship Management (CRM) tools is advantageous
  • Must have high-speed internet with specified download and upload speeds
  • Must pass a NACI Tier 1 background investigation
  • Experience with service recovery processes is a plus

Physical and Working Conditions:

  • Ability to use a computer and telephone
  • Flexible work schedule, including potential evenings and weekends
  • Occasional travel may be required

Preferred Skills/Experience:

  • Prior experience supporting the Department of Veterans Affairs
  • Previous call center experience

KSA Integration is an equal-opportunity employer.