Remote Veteran Support CSR: Empathetic Help

The Bowen Group - VEOCC; Frederick (MD); Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health and Dental Insurance - Employee

Life Insurance - Employee

Short-term Disability - Employee

Generous vacation and sick leave

11 Paid Federal Holidays

401(k)

Job summary

The Bowen Group is hiring for a Customer Service Representative position that operates fully remotely. You will support Veterans by directing them to appropriate VA resources and maintaining a compassionate, patient-centered approach in high-stress situations.

Ideal candidates will have at least 6 months of call center experience, reliable wired broadband, and be prepared for a 40-hour week with rotating shifts across a 24/7 operation. Training includes a VA-issued computer and equipment.

Qualifications

• MUST have six (6) months of consecutive call center or contact center experience.
• Wired home High-Speed Internet with minimum 25 Mbps download and 10 Mbps upload.
• Orientation will provide VA-issued computer and equipment.
• Internet stipend provided; Wi-Fi-only service is not acceptable.

Responsibilities

• Explain VA services and procedures to Veterans.
• Ask clarifying questions to identify complex requests.
• Accurately record details of calls and service requests in CRM.
• Select appropriate VA services to meet veterans’ needs.
• Maintain effective communication with VA employees and the public.
• Navigate a multi-screen computer system with CRM applications.
• Maintain confidentiality and privacy of callers.

Skills

Call center experience

Excellent communication

Empathy

Tools

CRM software

Job description

The Bowen Group is hiring for a Customer Service Representative position that operates fully remotely. You will support Veterans by directing them to appropriate VA resources and maintaining a compassionate, patient-centered approach in high-stress situations.

Ideal candidates will have at least 6 months of call center experience, reliable wired broadband, and be prepared for a 40-hour week with rotating shifts across a 24/7 operation. Training includes a VA-issued computer and equipment.