Call Center Representative

3 weeks ago

Golden, United States ISCI Full time

NOTE: THIS JOB IS NOT REMOTE. WORK TAKES PLACE ONSITE AT THE VA CALL CENTER IN GOLDEN, CO


Job Summary

Agents in the ONSITE VA Call Center in Golden, CO are the frontline representatives and are responsible for the placement of all orders received from VA clinicians and Veterans at the DLC, orders received via the call center will be for DLC products such as hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, prosthetic socks, aids for the blind and telehealth equipment.

Responsibilities

• Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call.

• Process, track, and place order(s) using Outlook email, scanner technology, and DLC software (Remote Order Entry System).

• Respond to emails using Outlook email.

• Evaluate orders for accuracy and timeliness by verifying shipment tracking.

• Process credit card payment.

• Gather information from Customers necessary and sufficient to place accurate orders.

• Conduct courteous and professional telephone interviews that address Customers’ issues and/or questions.

• Proficiently navigate Vendor Websites to locate manufacturer specific information, product guides, manuals, and instruction.

• Process credit card payments for charges made under PAY.GOV program.

• Process ROES loop transactions.

• Provide assistance to customers by guiding them through the Remote Order Entry System (ROES) software program screens.

• Provide instructions and/or guidance on technical or administrative matters, including ordering procedures, ROES loop processing, problem resolution, and other aspects as needed.

  • Requirements high school diploma or equivalent.
  • minimum of six (6) months of experience and knowledge of customer service practices and principles (e.g., hospitality, hotel, caregiver, recreation, retail, marketing, food service, call center), ensuring customer satisfaction. Agents shall be
  • proficient in using office automation equipment and software
  • sufficient written and verbal communication skills to provide professional services to VA DLC. Specifically, knowledgeable and proficient in the use of Microsoft Office application software such as: Word, Excel, SharePoint, and Outlook; be able to type at least 40 WPM, use an electric calculator, and be proficient in 10-key data entry via keyboard; have understanding of computer system tools such as keyboard mapping and smart keys to maximize efficiency; have general office skills, research skills, shipping and receiving, as well as computer skills; be able to operate various office machines, including personal computers, printers, calculators, scanners, shredders and copiers, etc.; sufficient relevant experience necessary to perform the required services.
  • effectively communicate verbally with people over the telephone. This entails conducting telephone interviews that produce the necessary exchange of information required to address the issue(s) or question(s) posed by the caller. Agents should be able to convey any information about inventories accurately, fully, and clearly, or make a proper referral when the information or service requested can be better provided by a different organization or agency.
  • Strong skill sets in both verbal and written communications are required for this position.

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