Customer Service Agent / Representative w/ VA $17 - Remote CONUS AK HI

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

This role requires at least 3 years of customer service or contact center experience.

This position is open to CONUS, AK, HI. California is a specifically excluded hiring location.

The position is fully remote.

Background check required.

Equipment is provided.

Work Timing: 0600 to 2200 Hrs PST Monday to Saturday

Rotational shifts (Performance based 8 hours shift will be designated)

The pay for this role is $17 per hour.

This is a W2 position.

Multiple openings are available!

Equipment is provided.

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general inquiries from Veterans on the MDE process and Veteran facing portal and web pages. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification.

Key Tasks

Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies

Make outbound calls as necessary based on business needs

Resolve or escalate customer inquires in a timely manner

Encourage use of electronic communication with customers

Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system

Follow SOPs and policies

Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.

Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support

Use frequently asked questions (FAQs) and help look up and provide information to inquiries

Utilize departmental knowledge bases and training material to answer customer inquiries

Maintain up-to-date knowledge of policies and procedures as applicable

Adhere to published schedule according to attendance guidelines

May be required to work some weekends and holidays

Perform other duties as assigned

Auto req ID

448059BR

Minimum Education Required

High School/GED

Job_Category

Customer Service

Education

Additional Qualifications/Responsibilities

Degree preferred

School diploma or GED required

Experience

3 years customer service or contact center experience

Skills And Abilities

Be able to read and speak English clearly, professionally and fluently

Listening and human relations skills

Have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution

Typing and writing abilities

To respond appropriately to changing situations

Ability to work as a team member

City*

United States

State*

N/A

Job Code

Health-Services health-services

Affiliate Sponsor

Infinite