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Zeiders Enterprises, Inc. · 2 hours ago

Customer Service Representative

Jackson, MS

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Zeiders Enterprises, Inc. is an industry leader in military and family support, seeking a Customer Service Representative for the Veterans Experience Office's Contact Center. The CSR provides front-line operational support to Veterans, assisting them with inquiries and directing them to the appropriate resources for their needs.

Education

Culture & Values

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide comprehensive, empathetic and immediate support and assistance to Veterans by maintaining an in-depth knowledge and understanding of departments, services and federal regulations that facilitate access to entitled programs

Conduct service recovery or call de-escalation as appropriate

Use knowledge management tool to locate process or information needed to assist the customer

Respond to a high volume of inbound calls, emails, and webchats using established procedures and techniques (e.g., ask probing questions or repeat back what was said) to clarify what is needed

Select or recommend the appropriate VA service or department to handle a particular issue or question and provide a warm transfer call to the appropriate VA Specialist

Document call details, service requests, issues, follow-ups, etc., accurately and within the expected time frame

Maintain confidentiality of callers and protect sensitive information (personal data, medical data)

Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public

Qualification

Customer service experienceCommunication skillsTechnology skillsData entry skillsProblem solvingInterpersonal skillsTime managementWritten communicationOral communication

Required

Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement

High school diploma or GED

At least six (6) months of customer service experience in a professional office-based environment (virtual or in-person)

Excellent written and oral communication skills

Ability to work under pressure and handle stressful situations

Strong technology skills, as well as ability to navigate multiple computer systems simultaneously

Strong data entry/typing skills with a high degree of accuracy

Ability to hardwire to high-speed internet (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay) for technical setup

Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction

Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints

This position requires access to U.S. Government facilities and systems. U. Citizenship, a valid driver's license, transportation, and auto insurance are required

Preferred

Prior experience in a similar role with the VEO

Experience working in a call center or contact center

Experience working in a virtual environment

Familiarity with the military and veteran community programs

Benefits

Compensation for this position is based on the Service Contract Act (SCA) wage determination, which sets the minimum hourly wage and fringe benefits required by law.