Call Center Customer Service Representative (Agent)

divh2Support Services Specialist/h2pThis positions purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology support. Sites can be located by visiting a href=https://www.va.gov/find-locationsva.gov/find-locations/a./ppJob Description:/pulliUse knowledge management tool to assist the customer/liliCapture the incoming phone number with telephony software/liliUse appropriate greeting to the incoming phone line/liliShow empathy and engage in active listening with the customer/liliUtilize the Customer Relationship Management Tool to document the calls/liliTriage level of solutions necessary to address customers needs/liliProtect privacy of customers and release information only to authorized personnel/liliCollect the required information for escalation as required/liliProvide tele-interpreter services for callers needing assistance in another language/liliConduct warm transfer call, if appropriate, to designated VA specialist/liliUtilize pre-approved content located in the KMtool/liliConduct service recovery or caller de-escalation, as appropriate/liliCollect, document and review appropriate information to verify identity/liliEnd call utilizing closing procedures/liliResponsible for other operational activities as they are identified/li/ulpQualifications:/pulliLive within 50-mile radius of nearest VA facility that can provide on-site technology support/liliGrammar/sentence structure/liliKnowledge retention/liliTime management/liliProblem solving/liliUse of multiple applications simultaneously and ability to switch between applications/liliBasic understanding of Windows and Office applications/liliUnderstanding of VPN and remote log in/liliAbility to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)/liliAbility to use files and folders to name, save, and retrieve information/liliAbility to send and receive emails, open and add attachments, and encrypt messages/liliAbility to use messaging applications (e.g., Teams) to communicate and share screen/liliAbility to navigate websites (e.g., VA.gov)/liliOther basic computer skills as required to complete daily tasks/liliCall center work experience is preferred/liliActive listening and speaking/liliData entry (word processing skills of minimum 30-40 words per minute)/lili2-3 Years of previous call center experience preferred/li/ulp*Position is contingent upon award/ppDAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and ADD insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more./p/div