Customer Service Representative Marine Corps Wounded Warrior Call Center

KSA Integration, LLC; Virginia, Northern (MN, KY); Hybrid; USD 52,000 - 54,000; Full time

Benefits offered by this job

Health & welfare benefits

Job summary

KSA Integration is actively hiring a Customer Care Representative to support the 2nd shift (4:30 PM–12:30 AM, Tuesday through Saturday) with hybrid work available. CCRs are the first contact for Marines and family members, handling calls, outreach, and social monitoring while guiding to benefits and entitlements.

Interactions are documented in MCWIITS. The role requires familiarity with Microsoft Office 365 and a compassionate, professional approach to service.

Qualifications

• CCR handles inbound calls, outreach, and social monitoring.
• Guides Marines and families to resources and entitlements.
• Documents interactions in MCWIITS.

Responsibilities

• Handle inbound calls and outreach to Marines and families.
• Assess support needs and guide to resources and entitlements.
• Document interactions in MCWIITS.

Skills

Customer service

Microsoft Office 365

Education

Active Tier 3 NACLC Background Investigation

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.