[Hiring] Call Center Representative @The Bowen Group - VEOCC

Role Description

The Bowen Group, a GTSC company, is hiring experienced online call center customer service representatives to support the Veterans Experience Office at the U.S. Department of Veterans Affairs.

• This is a 100% virtual position.
• Your residence must be located within 60 minute driving distance to a Veterans Administration (VA) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV.
• Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items.
• Transportation to/from the facility is your responsibility.
• 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) to enter a federal facility.

Your Mission:

• Help Veterans in potentially stressful situations find assistance.
• You MUST be an excellent communicator and have empathy for others with challenges in their life.
• Your mission is not to solve their problem, but to connect them to someone that can help.
• Engaging the Veteran until that connection is made is core to your mission.

Compensation:

• Full time position of $17.75 per hour + 11 paid holidays + benefits of Medical, Dental, Life Insurance, and more.
• There are no part-time or seasonal positions.

You Need to Know:

• Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training.
• During training, you will be on camera at all times in an interactive classroom environment. Responsiveness and attention to training is monitored during training.
• MUST have at least six (6) months of consecutive call center or contact center experience.
• Positions staffed 24/7. All CCR positions require shift work.
• Positions are NOT seasonal work. We want you as part of our team for years to come. There is opportunity to grow into supervisory positions! We hire from within for supervisors.

About your Mission:

• Customer Service Representatives (CSRs) provide front-line operational support to Veterans for the Veterans Experience Office's premier Contact Center.
• In this role, you assist Veterans by directing them to proper resources to address questions, issues, and complaints.
• Phone calls are from a wide variety of individuals, primarily Veterans and their family members and/or representatives.
• Some callers are stressed and you need the patience and empathy to help them find an appropriate resource.

Qualifications

• MUST have six (6) months of consecutive call center or contact center experience.
• Your computer must direct-connect via cable into your wired 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.
• Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work.
• Note: Wi-Fi-only high-speed internet can rarely sustain necessary internet speeds and reliable connectivity.
• You must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
• Your calls require your focus in assisting a Veteran. Sometimes the Veteran is under stress.
• A call can take just minutes to as long as an hour.
• Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls.
• Excellent verbal, interpersonal and written communication skills.
• You must be able to listen, talk, think and document your interaction in real time.
• Familiarity with the military and veteran community programs is a plus.
• Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire.
• Requires Proof of eligibility to work in the United States and MUST have a REAL ID-compliant identification card or acceptable alternative.

Requirements

• Learn, understand and explain Department of Veterans Affairs (VA) services and 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 Veterans.
• Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
• Use and navigate a multi-screen computer system with Customer Relationship Management (CRM) applications.
• Maintain confidentiality and privacy of callers.

Benefits

• 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).