Call Center Technician Job at American Management Group, LLC (AMG) in Denver

Overview

Call Center Technician

This position is a Call Center Technician role that serves as a frontline representative in the Customer Service Section of the Veteran Services Division at the Denver Logistics Service (DLS). This role is essential to ensuring timely and accurate processing of orders for medical and assistive devices requested by Veterans and VA clinics. The VSST supports the VA’s mission by providing high-quality customer service and technical assistance.

Responsibilities

• Receive and process orders for items such as hearing aid accessories, assistive listening devices, prosthetic socks and orthotic soft goods, batteries, sleep apnea equipment, aids for the blind, and telehealth equipment
• Handle inbound calls and place multiple transactions per call
• Use VA systems including ROES and VistA to enter and track orders
• Respond to emails and reorder cards using Outlook and scanner technology
• Evaluate orders for accuracy, timeliness, and eligibility
• Provide technical assistance to clinicians navigating ROES software
• Resolve database issues such as duplicate records and serial number changes
• Navigate vendor websites for product information and manuals
• Process credit card orders via phone, email, or PAY.GOV
• Maintain spreadsheets for tracking workload and quality control
• Assist with foreign medical problem resolution and shipping inquiries

Requirements

• High school diploma or GED required
• Proficiency in Microsoft Office (Word, Excel, Outlook, SharePoint)
• Typing speed of at least 40 WPM and 10-key data entry proficiency
• Strong verbal and written communication skills
• Ability to operate standard office equipment (e.g., scanners, copiers, fax machines)
• Must pass a Tier 1 background investigation

• Skills & Competencies:
• Customer service excellence and professionalism
• Technical aptitude in order processing systems
• Problem-solving and attention to detail

• Ability to work independently and as part of a team
• Adaptability to changing procedures and priorities

Salary Range: $18.56-$23.70/hr (depending on experience)

Benefits: PTO, Medical/Dental/Vision plan, Life and AD&D insurance, 401K Plan

We are an Equal Opportunity Employer:

We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information or any other characteristics protected by law.

This organization participates in E-Verify.

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