VA Veterans Experience Office

2 days ago

Lake Mary, Florida, United States ITCON Services Full time

ITCON Services is seeking to hire seasoned Tier 1 Senior Contact Center Agents to build a pipeline for upcoming work with the Veterans Experience Office (VEO). We're seeking outside-the-box thinkers who are technically skilled, and customer focused. Our people are our most valuable resource, and we're always looking for technically talented, bright, and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth? Join us at ITCON as we expand our team

Are you looking for a career with meaning and purpose while also supporting our nation's heroes? ITCON Services is looking for dedicated and empathetic individuals to join our Veterans Experience Office (VEO) team. Tier 1 Senior Contact Center Agents will be responsible for managing escalated and high-priority customer interactions, supporting service recovery efforts, and assisting with training and coaching new agents. This role also provides operational support through workforce management (WFM) exception handling, user acceptance testing (UAT), and troubleshooting basic technical issues. The position requires strong communication, problem-solving, and de-escalation skills to ensure customer satisfaction and team performance.

The Contact Center Tier 1 Senior Agent's key responsibilities will include:

  • Handle calls in the supervisor escalation queue and manages overflow calls during peak demand.
  • Provide service recovery for customers dissatisfied with prior interactions to restore confidence and satisfaction.
  • De-escalate aggravated or disruptive callers, including those routed to the Veterans First Queue.
  • Support onboarding and development of new agents through 1:1 training, nesting support, and coaching.
  • Enter agent scheduling exceptions in WFM software with supervisor approval.
  • Conduct User Acceptance Testing (UAT) for CRM systems and other software releases.
  • Approve urgent, time-sensitive, and high-priority (Priority 1 and Priority 1 Other) cases in accordance with established procedures.
  • Troubleshoot and resolve basic agent technology issues, escalating when necessary.
  • Provide supervisors with feedback on team performance and identify areas for improvement.
  • Participate in call calibration sessions to ensure service consistency and quality across the team.
  • Perform other operational support activities as assigned.

Required Skills And Qualifications

  • 3+ years of experience in Tier 1 escalation support
  • Strong verbal communication and active listening skills with the ability to manage escalated or challenging interactions.
  • Demonstrate experience in service recovery and customer de-escalation techniques.
  • Ability to learn and effectively use Workforce Management (WFM) software, CRM systems, and telephony tools.
  • Problem-solving skills with the ability to troubleshoot basic technical issues.
  • Strong organizational skills and ability to handle multiple priorities.
  • Experience providing training, coaching, or mentoring to peers or new hires.
  • Must live within a 50 mile radius of a VA Health Facility for occasional meetings/duties. Check your nearest location here:

Desired Skills And Qualifications

  • Previous call center experience in an escalation or support role.
  • Familiarity with federal customer service environments, particularly Veterans Affairs.
  • Experience with User Acceptance Testing (UAT) and software release validation.
  • Bilingual or multilingual capabilities.

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