Senior Call Center Agent (VE2412042024VA)

The Senior Call Center Agent is responsible for handling high-level customer inquiries, resolving escalated issues, and providing guidance to call center agents. This role involves ensuring exceptional customer service, adhering to company policies, and meeting performance metrics. Senior Call Center Agents are often the first point of contact for complex or sensitive customer situations and play a key role in maintaining customer satisfaction. This is a wonderful opportunity for current VEOCC agents to grow in their professional skillset!

Job Summary

Senior Agent (Senior Customer Service Representative) Responsibilities

• Handle inbound calls on the supervisor queue which includes callers specifically designated to the Veterans First Queue (VFQ). These callers are identified and evaluated by the Disruptive Behavior Committee as frequent or disruptive.
• Handle inbound calls escalated to the supervisor queue when caller requests transfer to a supervisor due to dissatisfaction with the interaction with the agent or for any other reason.
• Handle inbound calls on other queues when required due to surges, and as directed by Operations.
• Keep updated on current knowledge and serve as a resource to other members of their respective teams on procedures, directives, and policies. This includes monitoring and responding to questions submitted by other agents directly, in group (Teams) messages, and email messages.
• Participate in User Acceptance Testing (UAT) for software updates when assigned by supervisor or Program Manager.
• Participate in virtual or in-person Rapid Process Improvement Workshops (RPIWs) when assigned by supervisor or Program Manager.
• Handle calls related to the Transitioning Service Member (TSM) program.
• Process Email2Case cases as assigned by Program Manager. This may be limited to evening and night shifts during times of lower call volume but can be expanded to day shift when required.
• Monitor team concerns via team chat and other communication and report to the supervisors any issues which may potentially impact team cohesion and performance.
• Assist supervisor with other duties as assigned, including double-jacking with new employees.
• Other duties as assigned.
  
  

Skills/Experience/Education

• Minimum of one (1) year VEOCC experience demonstrating knowledge and expertise in complying with VEOCC policies, processes, and procedures.
• High school diploma or GED.
• Demonstrated expertise in customer service, de-escalation skills, and written communication.
• Demonstrate effective and efficient call handling experience.
• Experience in all lines of business (Tech (411), Deborah Simpson Act, PACT Act, Mission Act, VSAFE, and Service Recovery call types)
  
  

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 accommodation and should not be used to check the status of your application. Inquiries not specific to requesting accommodation will be discarded.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.

Salary: $18.24 - $18.74 per hour