DAWSON · 1 day ago
Call Center Customer Service Representative (Agent)
United States
Full-time
Remote
Entry Level
2+ years expDAWSON is a company providing support services to the Veterans Benefits Administration. The role of Call Center Customer Service Representative involves assisting veterans with inquiries related to their benefits, ensuring a high level of customer service and support during calls.
Defense & Space
Responsibilities
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
Qualification
Required
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
Active listening and speaking
Data entry (word processing skills of minimum 30-40 words per minute)
Preferred
Call center work experience is preferred
2-3 Years of previous call center experience preferred
Benefits
Medical, dental, and vision insurance
401(k) program with employer match
Paid vacation and sick leave
Employer-paid basic life and AD&D insurance
Employee Assistance Program
Flexible work environment
Critical illness coverage
Accident insurance
Identity theft coverage
Pet insurance
Company
DAWSON
DAWSON is a Native Hawaiian global business enterprise whose highly skilled and specialized staff, in-place management systems, and responsive global reach bring a depth of expertise and versatility to its Construction, Environmental, Operations and Maintenance, and Professional and Technical Services.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
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