Call Center Representative, Salt Lake City, UT (VE2603534SLC)

Benefits

Qualifications

• •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) to enter a federal facility
• •You MUST be an excellent communicator and have empathy for others with challenges in their life
• •Extensive training will be provided
• •MUST have at least six (6) months of consecutive call center or contact center experience
• •Positions staffed 24/7.All CCR positions require shiftwork
• •MUST have six (6) months of consecutive call center or contact center experience
• •Your computer must direct-connect via cable 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
• •Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work
• •High-speed wireless provider service is not acceptable due to frequent connectivity drops
• •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 can be experiencing challenges in their lives
• •Excellent verbal, interpersonal and written communication skills
• •You must be able to listen, talk, think and document your interaction in real time
• •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)
• •14 more items(s)

Responsibilities

• •Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items
• •Transportation to/from the facility is your responsibility
• •Help Veterans in potentially stressful situations find assistance
• •Engaging the Veteran until that connection is made is core to your mission
• •During training, you will be on camera at all times in an interactive classroom environment
• •Responsiveness and attention to training is monitored during training
• •In this role, you assist Veterans by directing them to proper resources to address questions, issues, and complaints
• •Phone calls are from a wide variety of individuals, primarily Veterans and their family members and/or representatives
• •Some callers are stressed and you need the patience and empathy to help them find an appropriate resource
• •You must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
• •Your calls require your focus in assisting a Veteran
• •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 Veterans
• •Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public
• •Use and navigate a multi-screen computer system with Customer Relationship Management (CRM) applications
• •Maintain confidentiality and privacy of callers
• •15 more items(s)