Overview
Customer Service Representative – VA VEO Jobs in Shepherdstown – West Virginia – USA at AMSG
Location: Shepherdstown
Advanced Management Strategies Group (AMSG) needs a full-time
Customer Service Representative
to join an existing team supporting the Department of Veterans Affairs, Veterans Experience Office’s (VEO) Customer Experience (CX) team, and Contact Center.
This is a Contingent Hire position.
Qualifications:
High School degree or equivalent
Must be a US Citizen
Required Experience:
Customer Service experienceis a must
!
Strong experience working in afast-pacedcall center/telephony environment with fluctuating call volume.
Excellent interpersonal andcommunication skills.
Basic understanding of service recovery approaches.
Must be organized, and reliable.
Ability to remain calm and professional when handling irate callers.
Basic computer skills (i.e. Internet savvy), Microsoft Windows Operating System, Outlook proficiency-send/receive email and create/save/locate documents), word processing skills (typing a minimum of 30-40 words per minute using correct spelling and grammar).
Desired
Experience:
– a plus!
Customer RelationshipManagement (CRM) tool experience;
Experience working within or supporting a Federal Agency;
Experience working with the Veterans Health Administration;
Multi-lingual (ex. Spanish, Tagalong etc.)
Period of Performance:
July/August 2024 – July/August 2029
Place of Performance:
Hybrid – Shepherdstown, WV/Remote
-Work shall be performed remotely upon approval with the requirement to be within 50 miles of a VA facility and the Contact Center site.
Background
The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Contact Center is charged with enhancing Customer Experience (CX) by providing an exceptional customer service experience and addressing the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders.
VEO’s public-facing Contact Center provides a variety of services through the work of both government and contractor full-time equivalent (FTE) staff, supporting:
Veterans Health Administration (VHA) – serving approximately 9 million registered Veterans annually, the VHA is the biggest integrated healthcare network in the United States, with 1,294 healthcare facilities.
Veteran Community Care Program (VCCP) – allows eligible Veterans to seek care outside of the VHA system through a partnership with several community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFMP) for family member beneficiaries.
Veterans Benefits Administration (VBA) – Veterans and their eligible dependents can receive assistance witheducation, health care, home loans, insurance, pensions, vocational rehabilitation, employment, burial and memorial services, and other benefits and services from the VBA.
Scope
Support for an existing Contact Center which operates 24/7 and acts as the first point of contact for general questions about VA benefits and services, provides directory assistance, communicates with customers via a range of channels, assists with basic online resource navigation, triages issues for appropriate resolution, escalates issues that are not resolved at tiered levels to the appropriate resource, provide service recovery, documents into a
customer relationship
management (CRM) tool, and troubleshoots basic access issu…
Title: Customer Service Representative – VA VEO
Company: AMSG
Location: Shepherdstown – West Virginia – USA
Category: Customer Service/HelpDesk, Administrative/Clerical
