Veterans Service Representative/Customer Service Representative

Diverse Lynx is seeking a Customer Service Representative specializing in Veterans Benefits. The role involves scheduling medical and dental services, responding to inquiries, and assisting callers with behavioral health situations while maintaining sensitivity toward military culture.

Responsibilities:

• Make contacts to schedule a variety of specific medical and dental services in accordance with customer availability and contract guidelines
• Respond to a variety of inquiries and resolves issues with regard to the appointment scheduling/fulfillment processing and service completion in a timely manner while maintaining sensitivity toward military culture
• Conduct customer contacts related to Health Assessment processing, referral follow-up, education and resource inquiries
• Identify potential behavioral health situations and follow contract specific protocol to assist callers
• Maintain constant awareness of service level and queue status in order to meet contractual requirements

Requirements:

• High School Diploma or GED
• 1 year of clearly defined customer service experience
• Intermediate keyboarding and computer skills including Microsoft Office
• Strong verbal and written communication skills
• Ability to positively influence working relationships with members, providers and internal staff
• Exceptional professional etiquette and interpersonal skills
• Ability to maintain service mentality while adhering to company protocol
• Analytical ability and attention to detail
• Ability to multitask, work efficiently, and consistently meet performance standards in dynamic contact center environment
• Ability to convey and receive information and ideas through a variety of media, to individuals or groups in a manner that engages the audience
• Ability to identify and understand issues, problems and opportunities and compare data from different sources to draw conclusions, determine course of action and provide effective solutions
• Ability to manage time and effectively prioritize workload
• Ability to maintain effectiveness when experiencing frequent changes into workflow and adjusts effectively to work within new work structures, processes, cultures and knowledge base
• The ability to acquire and maintain the technical/professional expertise required to the job effectively and to create effective customer solutions
• Ability to interact with others in a way that promotes confidence, support and conveys the intentions of the organization
• Knowledge of relevant software, applications and equipment – MedNet and web portal proficiency
• National Career Readiness Certificate
• Prior military or call center experience