Call Center Customer Service Representative (agent)

Public Trust Support Services

This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50-mile radius of a VA facility that can provide on-site technology support. Sites can be located by visiting www.va.gov/find-locations.

Job Description

Use knowledge management tool to assist the customer

Capture the incoming phone number with telephony software

Use appropriate greeting to the incoming phone line

Show empathy and engage in active listening with the customer

Utilize the Customer Relationship Management Tool to document the calls

Triage level of solutions necessary to address customer's needs

Protect privacy of customers and release information only to authorized personnel

Collect the required information for escalation as required

Provide tele-interpreter services for callers needing assistance in another language

Conduct warm transfer call, if appropriate, to designated VA specialist

Utilize pre-approved content located in the KMtool

Conduct service recovery or caller de-escalation, as appropriate

Collect, document and review appropriate information to verify identity

End call utilizing closing procedures

Responsible for other operational activities as they are identified

Qualifications

Live within 50-mile radius of nearest VA facility that can provide on-site technology support

Grammar/sentence structure

Knowledge retention

Time management

Problem solving

Use of multiple applications simultaneously and ability to switch between applications

Basic understanding of Windows and Office applications

Understanding of VPN and remote log in

Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)

Ability to use files and folders to name, save, and retrieve information

Ability to send and receive emails, open and add attachments, and encrypt messages

Ability to use messaging applications (e.g., Teams) to communicate and share screen

Ability to navigate websites (e.g., VA.gov)

Other basic computer skills as required to complete daily tasks

Call center work experience is preferred

Active listening and speaking

Data entry (word processing skills of minimum 30-40 words per minute)

2-3 Years of previous call center experience preferred

*Position is Contingent Upon Award

DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more. DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.