Job Description

Job Description

Job Description

Call Center Customer Service Representative (Shepherdstown, WV)

The Bowen Group has front-line virtual call center customer service positions supporting the Veterans Experience Office at the U.S. Department of Veterans Affairs available.

Must have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member).

At Bowen, you will get:

• $17.75/hr.

• 11 Paid Holidays

• Employee Only Medical, Dental, Life Insurance, and more

Your Mission:

I am passionate about helping others.

Have empathy.

I excel at communicating.

If this describes you, our Veterans need You

You Need to Know

• Must have at least six (6) months of call center or contact center experience

• Full-time positions only, not part-time

• Shiftwork can be scheduled, not 8 am-4 pm positions.

• Not seasonal work. We look forward to you being part of our team for years to come --- Opportunity to grow into supervisory positions. We hire from within for supervisors

• This position is 100% local-virtual. You MUST live within 60 -minute drive of a designated Veterans Administration for technical support and training- Shepherdstown WV.

About your Mission

Customer Service Representatives (CSRs) provide 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. Phone calls are from a wide variety of individuals including Veterans and their family members and/or representatives.

CORE FUNCTIONS AND 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

QUALIFICATIONS AND REQUIREMENTS:

• Six months of work experience in a call center environment providing customer service
• Ability to plug your computer into your cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay.

Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the kind of internet access that you have.

• 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)!

The Bowen Group provides support to federal government clients. Some of these clients may require our employees to be fully vaccinated for COVID-19. Therefore, by applying for this position, you understand that you may be required to disclose your vaccination status as a condition of employment.

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. Learn more about your EEO rights as an applicant.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.

The Bowen Group participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.

Job Tags

Full time, Temporary work, Part time, Work experience placement, Seasonal work, Work at office, Local area, Shift work,

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