Customer Service Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Deliver 24/7/365 call support as part of the inTransition program.

• Aid transitioning service members and veterans who are receiving psychological health care in locating services at a new destination, with a new provider, or in initiating care.

• Provide support to Active-Duty Service Members, Reserve Component Service Members, National Guard, Coast Guard, Veterans, and their families.

• Address inquiries and requests with courtesy and professionalism.

• Collect information, assess needs, apply problem-solving skills, and effectively resolve inquiries.

• Convey information clearly, accurately, and comprehensively.

• Efficiently and accurately document relevant information.

• Professionally and effectively manage crisis and abusive calls.

• Thrive in a fast-paced, high-volume, and high-stress environment while adapting to shifting priorities.

• Engage in extensive computer-based tasks, including prolonged sitting and potential headset usage.

⛳️ Requirements

• At least one year of experience in a medical or hospital call center.

• A minimum of one year of experience in triage, care management, motivational interviewing, and crisis counseling.

• Proficient in English and/or Spanish, both spoken and written.

• Capability to handle inquiries and requests in a polite and professional manner.

• Ability to actively listen to and empathize with Service members, Veterans, and others while acknowledging their concerns.

• Skill in gathering information to assess the needs of Service members, Veterans, or family members, utilizing problem-solving skills to resolve inquiries or requests effectively.

• Proficiency in communicating information clearly, accurately, and thoroughly.

• Competency in accurately and efficiently documenting all relevant information.

• Ability to manage crisis and abusive calls in a professional and effective manner.

• Preferred: High School Diploma or equivalent.

• Preferred: Experience working with individuals in the Veteran community.

• Preferred: Ability to perform well under pressure.

• Preferred: Capacity to handle multiple tasks simultaneously.

• Flexibility to cover any work shift as required.

• Proficient data entry skills.

• Ability to resolve issues involving complex concepts, policies, and procedures.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Opportunities for professional development.

• Supportive work environment.