Advanced Management Strategies Group (AMSG) needs a full-time Customer Service Representative to join an existing team supporting the Department of Veterans Affairs, Veterans Experience Office’s (VEO) Customer Experience (CX) team, and Contact Center.  This is a Contingent Hire position.

Qualifications:

• High School degree or equivalent
• Must be a US Citizen

Required Experience:

• Customer Service experience is a must!
• Strong experience working in a fast-paced call center/telephony environment with fluctuating call volume.
• Excellent interpersonal and communication skills.
• Basic understanding of service recovery approaches.
• Must be organized, and reliable.
• Ability to remain calm and professional when handling irate callers.
• Basic computer skills (i.e. Internet savvy), Microsoft Windows Operating System, Outlook proficiency-send/receive email and create/save/locate documents), word processing skills (typing a minimum of 30-40 words per minute using correct spelling and grammar).

Desired Experience: - a plus!

• Customer Relationship Management (CRM) tool experience;
• Experience working within or supporting a Federal Agency;
• Experience working with the Veterans Health Administration;
• Multi-lingual (ex. Spanish, Tagalong etc.)

Period of Performance: September 2024 - August 2029

Place of Performance: Hybrid - Shepherdstown, WV/Remote - Work shall be performed remotely upon approval with the requirement to be within 50 miles of a VA facility and the Contact Center site.

Background

The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Contact Center is charged with enhancing Customer Experience (CX) by providing an exceptional customer service experience and addressing the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders.

VEO’s public-facing Contact Center provides a variety of services through the work of both government and contractor full-time equivalent (FTE) staff, supporting:

• Veterans Health Administration (VHA) -  serving approximately 9 million registered Veterans annually, the VHA is the biggest integrated healthcare network in the United States, with 1,294 healthcare facilities.
• Veteran Community Care Program (VCCP) – allows eligible Veterans to seek care outside of the VHA system through a partnership with several community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries.
• Veterans Benefits Administration (VBA) - Veterans and their eligible dependents can receive assistance with education, health care, home loans, insurance, pensions, vocational rehabilitation, employment, burial and memorial services, and other benefits and services from the VBA.

Scope

Support for an existing Contact Center which operates 24/7 and acts as the first point of contact for general questions about VA benefits and services, provides directory assistance, communicates with customers via a range of channels, assists with basic online resource navigation, triages issues for appropriate resolution, escalates issues that are not resolved at tiered levels to the appropriate resource, provide service recovery, documents into a customer relationship management (CRM) tool, and troubleshoots basic access issues.

Support provided by the Contact Center may include reviewing VA claims, managing Veteran death reports answering inquiries about VA programs and Community Care services.  Additionally, tasks may also include answering inquiries regarding disability benefits, handling updates to beneficiary addresses, phone numbers, or emails on file with the VA, changing VA direct deposit information for benefits such as education or pensions, handling benefit letters, adding or removing spouses or other dependents, handling appeals and more.

Role Description

Provides exceptional customer service when handling incoming calls and inquiries of various nature and needs in a professional manner, which may include triaging or escalating calls to other Tiers or Supervisors.

Responsibilities of the Customer Service Representative (CSR) may include:

• Answers and handles customer calls with respect, professionalism, and empathy and engages in active listening.
• Uses knowledge management tools to locate processes or information needed to assist the customer.
• Utilizes the Customer Relationship Management (CRM) Tool to document the calls and triages calls as necessary to the appropriate Tier or Supervisor.
• Responsible for protecting customer privacy and ensuring release of customer/claim/benefit information only to authorized personnel.
• Provide tele-interpreter services for callers needing assistance in another language.
• Professionally handle “warm” transfer calls as needed to the Veterans Crisis Line, National Call Center (NCC) for Homeless Veterans, Veterans Benefits Administration Education Call Center, Veterans Benefits Administration National Call Center (NCC), Veterans Health Administration Health Benefits, Eligibility and Enrollment, National Cemetery Administration Cemetery Scheduling, or the VA Hotline.