[Hiring] Call Center Customer Service Supervisor @The Bowen Group - VEOCC

Role Description

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available. This position is 100% local-virtual. You MUST live within a 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:

• Nashville/Murfreesboro TN
• Columbia SC
• Shepherdstown WV
• Arlington, VA
• Maryland
• Salt Lake City, UT
• San Antonio, TX

YOUR MISSION: The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA's complaint management program. Phone calls are from a wide variety of individuals, including Veterans, their family members and/or legal representatives, the public, and VA employees.

Qualifications

• High School Diploma or equivalent.
• Four (4) years' experience in a call center or contact center environment.
• One (1) year of supervisory experience.
• Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent: US Passport, Department of Defense ID card for active/retired/military family dependent member.
• Wired-to-Home Internet: Ability to connect your computer into your wired cable service home High-Speed Internet router with a minimum of 25 Mbps download and 10 Mbps upload speeds.

Requirements

• Understanding, sensitivity, and empathy for Veterans and their family members.
• Knowledge of military benefits, resources, and services.
• Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
• Previous military experience (including military spouses, family, and/or as a service provider).

Core Functions

• Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management, and development.
• Ensure tasks are assigned to CSRs with clear plans of action and expectations are clearly defined.
• Monitor CSR work performance and production and manage service quality through daily observations.
• Field escalated calls from CSRs and overflow calls from agent queues.
• Determine the most appropriate course of action and/or identify alternatives in resolving issues.
• Ask appropriate probing questions to clarify complex or vague requests.
• Prepare well-defined case notes for field escalated calls received from CSRs.
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging.
• Perform a supervisory review of cases.
• Review reports, case notes, and rosters submitted by CSRs.
• Review CSR call volume reports to evaluate productivity.
• Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation.
• All other job-related duties as assigned.

Personality and Communication

• Work Ethic
• Problem-solving
• Effective communication skills
• Self-direction
• Dependability
• Detail-oriented

Competencies (Hard Skills)

• Customer Service: Engage, support and collaborate with other members of the team, the company, and the customer.
• Communication: Express and present information to team members, managers, and customers verbally and in writing.
• Research and Analysis: Conduct studies and evaluations related to the tasking.

Benefits

• Health and Dental Insurance
• Group Life Insurance
• Short-term Disability
• Generous paid vacation and holiday leave
• 401(k)!