Tier 1 Customer Service Representative
: Job Details :

Veterans Engineering is seeking Tier 1 Call CenterRepresentatives to support a Department of Veterans Affairs (VA) call center that servesas the initial point of contact for veterans seeking information and assistance.Here's a detailed job description tailored for such a position:Positions in these locations: El Paso, TX; Barbourville, KY and Bossier City, LAJobSummary:As a Tier 1 Call Center Representative, you willprovide essential support to veterans, addressing inquiries, resolving issues,and guiding them through various VA programs and benefits. This role demands ahigh level of compassion, efficiency, and dedication to ensuring veteransreceive the support and information they need.Key Responsibilities:1. Handle Incoming Calls: - Answer incoming calls promptly andprofessionally.- Identify the caller's needs and providefirst-contact resolution whenever possible.- Escalate complex issues to appropriate Tier 2support staff or specialized departments.2. Information Provision: - Provide accurate and up-to-date informationregarding VA benefits, programs, and services such as healthcare, disability,education, and pension.- Assist veterans in navigating the VA's systemsand websites.3. Documentation:- Accurately log all interactions in the VA'sCRM system.- Ensure confidentiality and security ofveteran's personal information.4. Follow-up.- Conduct follow-up calls when necessary toensure resolution or to provide additional information.- Coordinate with other departments to addressspecific veteran concerns.5. Feedback Collection:- Collect feedback from veterans to improveservice delivery.- Participate in training and developmentsessions to enhance knowledge and skills.Requirements:- Education: High school diploma or equivalentrequired. Associate degree or higher preferred.- Experience: Previous experience in a callcenter or customer service environment preferred. - Experience in healthcare,government, or military-related fields is a plus.- Skills- Excellent communication and interpersonalskills.- Strong problem-solving abilities and attentionto detail.- Ability to handle stressful situations withpatience and professionalism.- Proficient in Microsoft Office and call centerequipment/software.- Empathetic and compassionate demeanor.- High ethical standards and respect forconfidentiality.Work Environment:- Fast-paced call center environment.- Requires sitting and wearing a headset forextended periods.Benefits:- Health, dental, and vision insurance- Retirement plan- Paid time offClosingStatement:Join our team and make a difference in the livesof veterans every day. We are committed to fostering an inclusive andsupportive environment where you can develop your skills and grow your career.