Lead Customer Service Agent - Golden, United States - Management Support Technology, Inc.

Management Support Technology, Inc. Golden, United States

1 week ago

Description

Job Description

Management Support Technology Inc. (MSTI) is a Service-Disabled Veteran Owned Small Business (SDVOSB) that takes pleasure in providing exceptional support services to our Veterans and their families. For over 20 years MSTI's dedicated team members and corporate personnel have delivered logistical, management and technical services to the Department of Veteran Affairs (VA). The MSTI culture fosters strong relationships and meaningful work. Our team enjoys our family-oriented business that values family, work-life balance, and professional and personal growth.

As a Lead Customer Service Agent (CSA), you represent the Denver Logistics Center (DLC) on-site and will be responsible for assisting the Call Center Supervisor in overseeing CSA's and managing call center workloads. Considered a working Lead, responsibilities also include the placement of all orders received from VA clinicians and Veterans. Orders are received via the call center and will be for products such as hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, prosthetic socks, aids for the blind and telehealth equipment. The Lead CSA will answer inquires and provide direct assistance to Veterans, and VA Clinicians in the process of fulfilling their orders utilizing the Remote Order Entry System (ROES) and transfer calls to different departments and/or sections within the DLC, assisting with credit card transactions, and processing mail. To be successful in this position the Lead CSA will display leadership skills, empathy, problem solving, communicate effectively, be an active listener, be patient, adaptable and resourceful and always maintain a positive approach.

The VA and DLC provide holistic supply chain management for the VA National Audiology, Prosthetics, and Telehealth Programs and support the VA and other Government agencies with professional acquisition and logistics services. The VA DLC procure, stock, and distribute commodities, including hearing aids and accessories, cochlear implants and accessories, assistive listening devices and accessories, assistive devices, batteries, prosthetic socks, orthotic soft goods, aids for visually impaired, Home Telehealth equipment, and peripherals worldwide.

Lead Customer Service Agent Responsibilities:

• Assist Call Center Supervisor in monitoring daily workloads, agents, and documenting discrepancies.

• Ensure Agents follow established standard operating procedures.

• Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call.

• Process, track, and place order(s) using Outlook email, scanner technology, and DLC software (Remote Order Entry System).

• Respond to emails using Outlook email.

• Evaluate orders for accuracy and timeliness by verifying shipment tracking.

• Process credit card payment for charges made under PAY.GOV program.

• Gather information from Customers necessary and sufficient to place accurate orders.

• Conduct courteous and professional telephone interviews that address Customers' issues and/or questions.

• Proficiently navigate Vendor Websites to locate manufacturer specific information, product guides, manuals, and instruction.

• Process ROES loop transactions.

• Provide assistance to customers by guiding them through the ROES software program screens.

• Provide instructions and/or guidance on technical or administrative matters, including ordering procedures, ROES loop processing, problem resolution, and other aspects as needed.

• Other duties as assigned.

Qualifications

• Minimum high school diploma, or equivalent; one (1) year training and leading customer service teams to perform successful business operations. Higher education and/or additional years of experience in supporting customer service call centers preferred.

• Intermediate/advanced skills in Microsoft office applications including Word, Excel, Outlook, and SharePoint.

• Demonstrated skills and knowledge managing customer complaints and providing resolution.

• Ability to effectively listen and communicate verbally with people on the telephone.

• Advanced skills in verbal and written communications.

• Proficient in using office automation equipment and software including personal computers, printers, calculators, scanners, shredders, and copiers, etc.

• Able to type at least 50 WPM, use an electric calculator, and be proficient in 10-key data entry via keyboard.

• Have understanding of computer system tools such as keyboard mapping and smart keys to maximize efficiency.

• Ability to obtain a National Agency Check with Inquiries (NACI).

Benefits: Position eligible for full benefits to include Medical, Dental, Vision, Flexible Spending Accounts (FSA), Life Insurance, Vacation, Sick Leave, 401(a) Retirement Plan, 401(k) Retirement Plan, Employee Stock Ownership Plan (ESOP), and 11 Federal Holidays.

Management Support Technology, Inc is an Equal Opportunity Employer/Disabled/Veterans

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