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

Military Spouse Jobs is seeking a Remote Customer Service Representative to assist Veterans and their families with inquiries. The role involves answering calls and managing customer interactions through various channels while maintaining high-quality service and adherence to established guidelines.

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