Tier 1 Call Center Representative

Veterans Engineering is seeking Tier 1 Call Center Representatives to support a Department of Veterans Affairs (VA) call center that serves as the initial point of contact for veterans seeking information and assistance. Here’s a detailed job description tailored for such a position:

Positions in these locations: El Paso, TX; Barbourville, KY and Bossier City, LA

Job Summary:
As a Tier 1 Call Center Representative, you will provide essential support to veterans, addressing inquiries, resolving issues, and guiding them through various VA programs and benefits. This role demands a high level of compassion, efficiency, and dedication to ensuring veterans receive the support and information they need.

Key Responsibilities:
1. Handle Incoming Calls:
- Answer incoming calls promptly and professionally.
- Identify the caller’s needs and provide first-contact resolution whenever possible.
- Escalate complex issues to appropriate Tier 2 support staff or specialized departments.

2. Information Provision:
- Provide accurate and up-to-date information regarding VA benefits, programs, and services such as healthcare, disability, education, and pension.
- Assist veterans in navigating the VA’s systems and websites.

3. Documentation:
- Accurately log all interactions in the VA’s CRM system.
- Ensure confidentiality and security of veteran’s personal information.

4. Follow-up.
- Conduct follow-up calls when necessary to ensure resolution or to provide additional information.
- Coordinate with other departments to address specific veteran concerns.

5. Feedback Collection:
- Collect feedback from veterans to improve service delivery.
- Participate in training and development sessions to enhance knowledge and skills.

Requirements:
- Education: High school diploma or equivalent required. Associate degree or higher preferred.
- Experience: Previous experience in a call center or customer service environment preferred. - Experience in healthcare, government, or military-related fields is a plus.
- Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to handle stressful situations with patience and professionalism.
- Proficient in Microsoft Office and call center equipment/software.
- Empathetic and compassionate demeanor.
- High ethical standards and respect for confidentiality.

Work Environment:
- Fast-paced call center environment.
- Requires sitting and wearing a headset for extended periods.

Benefits:
- Health, dental, and vision insurance
- Retirement plan
- Paid time off

Closing Statement:

Join our team and make a difference in the lives of veterans every day. We are committed to fostering an inclusive and supportive environment where you can develop your skills and grow your career.