Contact Center Advocate

3 weeks ago


Shepherdstown, West Virginia, United States The Bowen Group Full time
About the Job

This is an exciting opportunity to join our team as a Contact Center Advocate, providing front-line operational support for the Veterans Experience Office's premier Contact Center.

In this role, you will assist callers by directing them to proper resources to address questions, issues, and complaints. You will be working with a wide variety of individuals, including Veterans and their family members and/or representatives.

Core Functions and Responsibilities:

  1. Understand and explain Department of Veterans Affairs (VA) services or procedures.
  2. Ask clarifying questions to identify complex or vague requests for VA services and information.
  3. Accurately record details of calls and other service requests in an expected time frame.
  4. Select appropriate VA services to meet the specific needs of customers.
  5. Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
  6. Utilize a multi-screen computer system, including a Customer Relationship Management (CRM) application.
  7. Maintain confidentiality and privacy of callers.
  8. Organize and prioritize multiple tasks.


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