Call Center Representative, Nashville/Murfreesboro TN (VE2510161058TN) Join to apply for the Call Center Representative, Nashville/Murfreesboro TN (VE2510161058TN) role at The Bowen Group (a GTSC Company). Location: This is a 100% virtual position. Your residence must be located within 60 minute driving distance to a Veterans Administration facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV. Visits to the facility are for training, picking up equipment, troubleshooting, or dropping off items. Transportation to/from the facility is your responsibility. 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. Your Mission Help Veterans in potentially stressful situations find assistance. You must be an excellent communicator and have empathy for others with challenges in their life. Your mission is to connect them to someone that can help. Engaging the Veteran until that connection is made is core to your mission. Compensation Full-time position of $17.75 per hour + 11 paid holidays + benefits of Medical, Dental, Life Insurance, and more. There are no part-time or seasonal positions. You Need to Know Extensive training will be provided. Training is part of your job. Accepting a position means commitment to completing your training. During training, you will be on camera at all times in an interactive classroom environment. Responsiveness and attention to training is monitored during training. MUST have at least six (6) months of consecutive call center or contact center experience. Positions staffed 24/7. Some are 8 am-4pm and others involve shiftwork. Positions are NOT seasonal work. There is opportunity to grow into supervisory positions. We hire from within for supervisors. About Your Mission Customer Service Representatives (CSRs) provide front-line operational support to Veterans for the Veterans Experience Office's premier Contact Center. In this role, you assist Veterans by directing them to proper resources to address questions, issues, and complaints. 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. Qualifications And Requirements MUST have six (6) months of consecutive call center or contact center experience. Your computer must direct-connect via cable into your wired home internet router. Your speed test must indicate a minimum 25 Mbps download and minimum 10 Mbps upload, both without delay. Upon successful completion of training, you will be equipped with a computer and other equipment necessary for your work. Note Wi-Fi-only high-speed internet can rarely sustain necessary speeds. The required speed test will indicate your internet access. High-speed wireless provider service is not acceptable due to connectivity drops. You must have a work-at-home environment that is ergonomically sound, quiet, and free from distraction. Calls can be short or long and require focus to help a Veteran. 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 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. 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 clients may require employees to be fully vaccinated for COVID-19. Applying for this position may require disclosure of vaccination status as a condition of employment. Equal Opportunity The Bowen Group is 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; disability; sexual orientation; gender identity or any other basis protected by law. The Bowen Group participates in the E-Verify program where required by law. Reasonable accommodation is available on request. Salary: $17.75 per hour Note: This is a 40-hour per week position requiring sitting at a desk and using a computer and monitor for 8 hours daily. #J-18808-Ljbffr The Bowen Group (a GTSC Company)
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