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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 capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process enhancement. As a rapidly expanding government contractor, we pride ourselves on exceptional customer service, timely performance, and ongoing improvement. Our commitment to a positive workplace culture has earned us recognition on the Inc. Best Workplaces list and multiple accolades from Military Times.

Position 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 will possess a robust background in customer service, basic computer proficiency, and the ability to thrive in a fully remote, fast-paced setting.

Benefits Offered:

  • Medical, Dental, Vision (82% of employee's premium covered by the company, 25% for dependents)
  • HSA / FSA Medical Plans
  • Paid Time Off (PTO)
  • Flexible Work Environment promoting Work/Life Balance
  • 401K with Company Match
  • Observance of all federal holidays
  • Professional Development/Tuition Reimbursement Program
  • Annual Career Development Process

Key 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 using the CRM tool and repeat information as needed
  • Assess the level of solution required to meet customer needs
  • Safeguard customer privacy and release information only to authorized personnel
  • Provide tele-interpreter services for callers needing assistance in other languages
  • Warm 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
  • Disconnect calls following Call Closing instructions
  • Handle other operational tasks as assigned

Qualifications:

  • High School diploma or equivalent
  • Experience in Customer Service/Call Center roles
  • Basic computer skills, including proficiency with Microsoft Windows, Outlook, and Word
  • Typing speed of 30-40 words per minute with correct spelling and grammar
  • Excellent communication and interpersonal skills
  • Able to work in a fast-paced environment
  • Familiarity with Customer Relationship Management (CRM) tools is a plus
  • Must have high-speed internet with a minimum of 25 Mbps download and 5 Mbps upload speed
  • Must pass a NACI Tier 1 background investigation
  • Experience with service recovery processes is advantageous

Physical and Working Conditions:

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

Preferred Skills/Experience:

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

KSA Integration is an equal-opportunity employer.