Remote Customer Service Representative w/ the VA (Phone/Email/Chat)

Military Spouse Jobs is seeking a Remote Customer Service Representative for their partner company. The CSR role involves receiving and resolving customer inquiries primarily through phone and other communication channels, providing support to Veterans and ensuring accurate documentation of interactions.

Responsibilities:

• Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
• Make outbound calls as necessary based on business needs
• Resolve or escalate customer inquires in a timely manner
• Encourage use of electronic communication with customers
• Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
• Follow SOPs and policies
• Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
• Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
• Use frequently asked questions (FAQs) and help look up and provide information to inquiries
• Utilize departmental knowledge bases and training material to answer customer inquiries
• Maintain up-to-date knowledge of policies and procedures as applicable
• Adhere to published schedule according to attendance guidelines
• May be required to work some weekends and holidays
• Perform other duties as assigned

Requirements:

• At least 3 years of customer service or contact center experience
• High school diploma or GED required
• Be able to read and speak English clearly, professionally and fluently
• Listening and human relations skills
• Have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
• Typing and writing abilities to respond appropriately to changing situations
• Ability to work as a team member
• Degree preferred