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Description

Job Title: Senior Customer Service Representative

This position is fully remote, but candidate must reside within 50 miles of a Veterans Affairs Medical Center (VAMC) or Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement.

Hiring for the following shifts:

+ 8:00AM–4:00PM ET

+ 4:00PM–12:00AM ET

+ 12:00AM–8:00AM ET

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with a strong passion for what we do and our commitment to quality service.

Summary - This position is a contingent opportunity and would begin work upon the contract award.

The Veteran Experience Office (VEO) is part of the U.S. Department of Veteran Affairs and its purpose is to improve how Veterans, their families, caregivers, and survivors interact with the VA. The VEO Call Center connects callers to benefits (VHA), health care (VBA), and memorial services (National Cemetery) to foster efficiency and effectiveness across multiple VA programs.

The Senior Customer Service Representative (Senior CSR) provides high-quality customer service and advanced support to Veterans, Service Members, their families, caregivers, and survivors contacting the Veterans Experience Office (VEO) Call Center. In addition to handling complex inquiries, the Senior CSR serves as a mentor and resource for customer service representatives, assists supervisors with workflow monitoring, and helps ensure service delivery meets or exceeds performance standards.

Essential Duties and Responsibilities

+ Handle calls on the supervisor escalation queue and overflow calls when customer demands exceed agent resources

+ Provide service recovery when caller expresses dissatisfaction with agent interaction

+ De-escalate aggravated callers when warranted

+ Handle calls from frequent and/or disruptive callers in the Veteran First Queue

+ Provide 1:1 training periodically

+ Coordinate and handle nesting and coaching responsibilities with new agents

+ Enter exceptions for agents in Workforce Management software, with supervisor approval

+ Conduct User Acceptance Testing (UAT) for CRM and other software releases

+ Approve urgent, time sensitive, and high priority (Priority 1 and Priority 1 Other) cases.

+ Troubleshoot basic agent technology issues

+ Advise supervisor on team performance

+ Participate in call calibration activities

+ Maintain confidentiality of callers and protect sensitive information (personal data, medical data)

+ Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Qualifications

+ Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office. NOTE: VA Clinics and Community-Based Outpatient Clinics (CBOCs) do not meet this requirement.

+ High school diploma or GED

+ Minimum one year of customer service experience in a professional office-based environment (virtual or in-person) OR six (6) months of consecutive call center or contact center experience

+ Demonstrated experience handling escalated customer issues, supporting peers, or serving as a resource for others.

+ Excellent written and oral communication skills

+ Strong technology skills and ability to navigate multiple computer systems simultaneously

+ Strong data entry/typing skills with a high degree of accuracy

+ Strong interpersonal and de-escalation skills, with the ability to remain calm under pressure

+ Ability to troubleshoot basic technical issues and support frontline staff with common challenges.

+ Ability to hardwire to high-speed internet (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay) for technical setup

+ Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction

Preferred Qualifications

+ Prior experience in a Customer Service Representative role with the VEO

+ Experience working in a call center or contact center

+ Experience working in a virtual environment

+ Experience providing mentoring, coaching, or training to team members.

+ Familiarity with the military and veteran community programs

Other Requirements

+ Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.

+ This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

+ Ability to work both independently and as part of a team.

+ Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

+ Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

+ Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

+ Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

+ Time Management – Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work.

+ Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

+ Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands: Must have a home office setup. Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise level in the work environment is usually quiet.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Compensation is based on geographic location and experience. Wages are available upon request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c))