Frontline Service Coordinator

3 weeks ago


Richmond, California, United States The Bowen Group Full time
Frontline Service Coordinator Job Summary

The Bowen Group is seeking a highly skilled Frontline Service Coordinator to provide front-line operational support for the Veterans Experience Office's premier Contact Center. As a Frontline Service Coordinator, you will assist callers by directing them to proper resources to address questions, issues, and complaints. You will also be responsible for understanding and explaining Department of Veterans Affairs (VA) services or procedures, asking clarifying questions to identify complex or vague requests for VA services and information, accurately recording details of calls and other service requests in an expected time frame, selecting appropriate VA services to meet the specific needs of customers, establishing and maintaining effective communication and working relationships with VA employees, outside agencies, and the public, maintaining confidentiality and privacy of callers, and organizing and prioritizing multiple tasks. We are looking for someone who is passionate about providing exceptional customer service, has excellent communication skills, and is able to work under pressure. If this sounds like you, we would love to hear from you

Responsibilities and Requirements
  • Provide front-line operational support for the Veterans Experience Office's premier Contact Center.
  • Assist callers by directing them to proper resources to address questions, issues, and complaints.
  • Understand and explain Department of Veterans Affairs (VA) services or procedures.
  • Ask clarifying questions to identify complex or vague requests for VA services and information.
  • Accurately record details of calls and other service requests in an expected time frame.
  • Select appropriate VA services to meet the specific needs of customers.
  • Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
  • Maintain confidentiality and privacy of callers.
  • Organize and prioritize multiple tasks.

Benefits and Perks
The Bowen Group offers a comprehensive benefits package, including health and dental insurance, group life insurance, short-term disability, generous vacation and sick leave, 11 paid federal holidays, and a 401(k) plan. We also offer a competitive salary of $17.20 per hour. Additionally, we give preferential consideration to U.S. Military Veterans or Veteran family members.

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