Veteran Services Support Representative - Los Angeles - Zeiders Enterprise

Description

This position is fully remote, but the candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC).

Zeiders is a leading company in military and family support services, recognized for our commitment to delivering exceptional service through dedicated employees. Our team's efforts have fostered trust and repeat business from our satisfied customers. Located in Woodbridge, VA, Zeiders' employees support clients globally in areas like behavioral health, military family resiliency, work-life education programs, and other related services. We welcome individuals who share our passion for helping others and our dedication to quality service.

Summary: This is a contingent opportunity that will commence upon winning the contract. The Veteran Experience Office (VEO), part of the U.S. Department of Veterans Affairs, strives to enhance interactions for Veterans, their families, caregivers, and survivors with the VA. The VEO Call Center directs inquiries to various benefits (VHA), health care (VBA), and memorial services (National Cemetery), facilitating efficient and effective connections across multiple VA programs.

The Veteran Services Support Representative (VSSR) serves as the primary operational support for Veterans contacting the VEO's Contact Center. The VSSR assists Veterans by guiding them to the appropriate resources to address their questions, issues, and concerns. Inquiries come from various individuals, primarily Veterans and their family members or representatives, and responses are coordinated through multiple channels such as phone, email, and web chat.

Essential Duties and Responsibilities:

• Provide empathetic and immediate support to Veterans by having an in-depth understanding of services and federal regulations that enable access to their entitled programs.
• Perform call de-escalation and service recovery when necessary.
• Utilize knowledge management tools to find information required to assist the customer.
• Respond efficiently to high volumes of inbound calls, emails, and web chats, employing established techniques to clarify needs.
• Identify or recommend appropriate VA services or departments for specific issues and ensure smooth transfers to the relevant VA Specialist.
• Accurately document call details, service requests, issues, and follow-ups in a timely manner.
• Maintain the confidentiality of callers and safeguard sensitive information (personal and medical data).
• Foster effective communication and relationships with VA employees, external agencies, and the public.

Supervisory Responsibilities: This role does not have supervisory responsibilities.

Required Qualifications:

• Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC).
• High school diploma or GED.
• At least six (6) months of customer service experience in a professional office environment (virtual or in-person).
• Excellent written and verbal communication skills.
• Capacity to work under pressure and manage stressful situations effectively.
• Strong technical skills, with the ability to navigate multiple computer systems simultaneously.
• Proficient in data entry/typing skills with a commitment to accuracy.
• Ability to connect to high-speed internet (minimum 25 Mbps download and 10 Mbps upload) without delay for technical setup.
• A structured home office environment that is ergonomic, quiet, and free from distractions for taking customer calls.

Preferred Qualifications:

• Prior experience in a similar role with the VEO.
• Experience in a call center or contact center environment.
• Experience working in a virtual setup.
• Familiarity with military and veteran community programs.

Other Requirements:

• Must successfully complete a pre-employment and government background investigation, including FBI fingerprints.
• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are mandatory.

Competencies:

• Ability to work independently and collaboratively within a team environment.
• Problem Solving: Addresses problems promptly; analyzes information skillfully; considers alternative solutions; engages in group problem-solving; exercises sound judgment in emotionally charged situations.
• Customer Service: Manages difficult customer situations effectively; responds quickly to customer needs; seeks customer feedback for service improvement; meets commitments to service and assistance.
• Interpersonal Skills: Focuses on conflict resolution, maintains confidentiality; listens attentively; controls emotions; remains receptive to others' ideas and approaches.
• Oral Communication: Communicates clearly and persuasively; clarifies understanding; engages in group discussions and participates in meetings.
• Written Communication: Crafts clear and informative written materials; edits for accuracy; tailors writing to audience needs; effectively conveys numerical data; understands and interprets written information.
• Time Management: Prioritizes tasks effectively, manages workload to meet deadlines while ensuring the quality of work.

Physical Demands: The candidate must have a home office setup. The role involves sitting, standing, bending, lifting, and moving intermittently. The employee will use a computer, telephones, copiers, printers, and other office equipment and may occasionally lift up to 10 pounds. Reasonable accommodations will be made for individuals with disabilities to perform essential job functions.

Work Environment: Typically a quiet work environment. The characteristics described here reflect what an employee may encounter while performing essential job functions. Reasonable accommodations for individuals with disabilities will be provided to support performance of essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer.