Customer Service Representative Marine Corps Wounded Warrior Call Center

KSA Integration, LLC; Quantico (VA); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health and welfare benefits

Job summary

KSA Integration, LLC is seeking a Customer Care Representative for the 2nd shift (4:30 PM–12:30 AM, Tue–Sat) with hybrid work options (2 days per week). CCRs handle inbound and outreach calls, interview Marines and families, and guide them to resources.

Proficiency in Office 365 and familiarity with MCWIITS are required. Training is provided, and the role supports 24/7 operations with scheduling to cover shifts and outreach.

Qualifications

• Current active Tier 3 or NACLC background check.
• Familiarity with the organization and functions of the United States Marine Corps.
• Proficiency in Microsoft Office 365.

Responsibilities

• Act as the first contact for inbound calls and answer all incoming calls.
• Conduct outreach calls and monitor social media as needed.
• Interview Marines and/or family members to assess support needs and provide guidance to resources.
• Document information and actions in MCWIITS for accurate case management.

Skills

Inbound calls

Outreach calls

Interviewing

Customer liaison

Tools

Microsoft Office 365

Job description

Description

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through two core portfolios: (1) Warrior Readiness, and (2) Warrior Care. We are a rapidly growing government contractor that has built a reputation for focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA has been awarded the Inc. Best Workplaces award, a prestigious list of businesses recognized for the value placed on company culture, standout worker benefits, and the prioritization of employee well-being, every year from 2019 to 2025. KSA also earned recognition on the Best for Vets List by Military Times from 2019 to 2025 and garnered the Department of Labor “Hire Vets” Platinum Medallion Award from 2021 to 2025.

KSA Integration is currently hiring a Customer Care Representative (CCR) position for the following shift:

• 2nd Shift 4:30 PM-12:30 AM Tuesday - Saturday
• Hybrid work is available (2 days per week).

CCRs are the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as assess the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. CCR schedules are broken into three shifts to maintain 24/7/365 operations.

Initial training is for two weeks in the Wounded Warrior Call Center from 11:00 AM-7:30 PM. Upon completion of training, employees will be scheduled for shifts referenced above.

Requirements

• Current Active Tier 3 (T3) or National Agency Check with Local Agency and Credit Checks (NACLC) Background Investigation.
• Familiarity with the organization and functions of the United States Marine Corps.
• Must be proficient in Microsoft Office 365.

United States of America: Base pay: $19.80 per hour. In addition, this Service Contract Act position provides $5.55 per eligible hour in health and welfare benefits, paid separately from base pay. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

KSA Integration is an equal opportunity employer.