Customer Service Representative

4 weeks ago


Richmond, Virginia, United States The Bowen Group Full time
Job Summary

The Bowen Group is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will provide front-line operational support for the Veterans Experience Office's premier Contact Center. Your primary responsibility will be to assist callers by directing them to proper resources to address questions, issues, and complaints. You will work with a wide variety of individuals, including Veterans and their family members and/or representatives.

Key Responsibilities
  • 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
  • Utilize a multi-screen computer system, including a Customer Relationship Management (CRM) application
  • Maintain confidentiality and privacy of callers
  • Organize and prioritize multiple tasks

Requirements
  • Six months of work experience in customer service and call center environment
  • Ability to hardwire to High Speed Internet (no Wi-Fi) with a minimum 25 mbps download without delay / Minimum 10 mbps upload without delay
  • Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
  • Ability to work under pressure, including calm and effective dealing with escalating or difficult calls
  • Capability to 'think on your feet' to offer additional solutions to problems
  • Detail-oriented with strong organizational and time-management skills
  • Excellent verbal, interpersonal, and written communication skills
  • Familiarity with the military and veteran community programs is a plus
  • U.S. Military Veteran or Veteran family members receive additional consideration
  • Must be a U.S. Citizen or a Green Card Holder
  • Proof of eligibility to work in the United States

Bowen Perks
  • Health and Dental Insurance - Employee Premiums 100% paid by Bowen
  • Group Life insurance - Employee Premiums 100% paid by Bowen
  • Short-term Disability - Employee Premiums 100% paid by Bowen
  • Generous vacation and sick leave
  • 11 Paid Federal Holidays
  • 401(k)

About The Bowen Group
The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. We are committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

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