[Hiring] Contact Representative @Veteran Customer Experience VCE

Role Description

The Veterans Affairs (VA) Hotline is the first of its kind in the VA! The VA hotline provides directory assistance, answers general inquiries, refers customers directly to other hotlines, and performs intake for the VA's complaint management program. This position serves as a front-line agent, providing directory assistance, answering general inquiries, referring customers directly to VA Administrations and resources, and performing intake for the VA's complaint management program.

Responsibilities

• Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution.
• Asks clarifying and probing questions to capture the root cause of the customer's needs.
• Controls the conversation in a courteous, empathetic, tactful, and respectful manner.
• Prepares well-defined and detailed case notes to effectively communicate the customer's needs.
• Determines the appropriate VA services to meet the specific needs of customers.
• Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs.
• Interprets case resolution and feedback from various VA agencies for the customer.
• Triages cases that need immediate attention and alerts key stakeholders as needed.
• Maintains professionalism and controls the call while working under pressure.
• Asks appropriate and probing questions to identify complex or vague requests for VA services.
• Accurately records details of calls and other service requests in a limited time frame.
• Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application.
• Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, or other higher-level VA staff.
• Respects the right of privacy and maintains confidentiality of callers.
• Simultaneously performs numerous customer service related duties while remaining focused on the needs of the customer.
• Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer.
• Determines most appropriate action or identifies alternative in resolving issue(s).
• Utilizes resources through VA websites, Knowledge articles and other applicable resources.
• Communicates with internal and external key contributors through Microsoft Outlook and other messaging systems.
• Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions.
• Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful.

Work Schedule

• Full-time (day shift), 8 hour tours varying between 7:00 a.m. - 7:00 p.m. EST.
• Weekends and Holidays included.
• Remote position.

Qualifications

• Applicants must meet all requirements by the closing date of this announcement, 05/14/2026.
• Time-In-Grade Requirement: Applicants who are current Federal employees must meet time-in-grade requirements.
• Specialized Experience: One year of specialized experience equivalent to at least the next lower grade GS-5.
• Critical skills include de-escalating difficult situations and managing crisis calls with sensitivity and professionalism.

Requirements

• Experience handling complaints and directory assistance in a call center environment.
• Experience responding to calls from veterans, their families, and legal representatives.
• Experience effectively communicating and using interpersonal skills for building rapport and trust.
• Experience multitasking with various systems and tools to track inquiries.

Benefits

• Not Authorized for Relocation/Recruitment Incentives.
• Financial Disclosure Report: Not required.

Physical Requirements

• The work is sedentary with no special physical demands.
• The employee is often required to talk, type and navigate systems for long periods of time.