Job Description

Call Center Customer Service Representative (Shepherdstown, WV area)

The Bowen Group is hiring experienced virtual online call center customer service representatives to support the Veterans Experience Office at the U.S. Department of Veterans Affairs.

• MUST have at least six (6) months of successful consecutive call center or contact center experience.
• MUST have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member).

Your Mission:

• Help others in potentially stressful situations find assistance. You MUST be an excellent communicator and have empathy for others with challenges in their life.

Compensation:

• Full time position of $17.75 per hour + 11 paid holidays + benefits of Medical, Dental, Life Insurance, and more

You Need to Know  

• Training will be provided. Training is part of your job. Accepting a position means commitment to completing your training.
• MUST have at least six (6) months of consecutive call center or contact center experience.
• This is a full-time position, not part-time
• Positions staffed 24/7. Some are 8 am-4pm and others involve shiftwork.
• Positions are NOT seasonal work. We want you as part of our team for years to come. --- Opportunity to grow into supervisory positions! We hire from within for supervisors.

• This position is 100% local-virtual. You MUST live within 60-minute drive of the designated Administration facility for technical support and training- Shepherdstown WV.

About your Mission

Customer Service Representatives (CSRs) provide front-line operational support for the Veterans Experience Office's premier Contact Center. In this role, you will assist callers by directing them to proper resources to address questions, issues, and complaints. Phone calls are from a wide variety of individuals, including Veterans and their family members and/or representatives. Some callers may be stressed and you need the patience and empathy to help them find an appropriate resource.

QUALIFICATIONS AND REQUIREMENTS:

• MUST have at least six (6) months of consecutive call center or contact center experience.
• Ability to connect your computer into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay.

Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the kind of internet access that you have. High-speed wireless provider service is not acceptable due to frequent connectivity drops.

• Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction. Your calls could require your focus in assisting someone from just minutes to as long as it takes, possibly even an hour.

Note: Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work.

Note: This is a 40-hour per work week position. This requires sitting at a desk and using a computer and computer monitor for 8 hours daily.

• Ability to work under pressure by calmly and effectively dealing with escalating or difficult calls. Callers may be experiencing challenges in their lives.
• Capability to "think on your feet" to offer additional solutions to problems.
• Detail-oriented with strong organizational and time-management skills.
• Excellent verbal, interpersonal and written communication skills.
• Familiarity with the military and veteran community programs is a plus.
• U.S. Military Veteran or Veteran family members receive additional consideration.
• Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire. Requires Proof of eligibility to work in the United States and MUST have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member).

CORE FUNCTIONS AND RESPONSIBILITIES:

• Learn, understand and explain Department of Veterans Affairs (VA) services and procedures.
• Ask clarifying questions to identify complex or vague requests for VA services and information.
• Accurately record details of calls and other service requests in an expected time frame.
• Select appropriate VA services to meet the specific needs of customers.
• Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public.
• Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application.
• Maintain confidentiality and privacy of callers.

  BOWEN PERKS:

• Health and Dental Insurance - Employee Premiums 100% paid by Bowen!
• Group Life insurance - Employee Premiums 100% paid by Bowen!
• Short-term Disability - Employee Premiums 100% paid by Bowen!
• Generous vacation and sick leave
• 11 Paid Federal Holidays
• 401(k)

The Bowen Group provides support to federal government clients. Some of these clients may require our employees to be fully vaccinated for COVID-19. Therefore, by applying for this position, you understand that you may be required to disclose your vaccination status as a condition of employment.

The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded. The Bowen Group participates in the E-Verify program in certain locations as required by law.

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