Dawson
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Summary:
This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology Support. Sites can be located by visiting https://www.va.gov/find-locations Job Description: Handle calls on the supervisor escalation queue and overflow calls
Provide service recovery when caller expresses dissatisfaction
De-escalate aggravated callers
Handle calls in the Veterans First Queue for frequent and/or disruptive callers
Coordinate and handle nesting, and coaching responsibilities with new agents
Enter exceptions for agents in Workforce Management software
Manage Acceptance Testing for Customer Relationship Management
Approve urgent, time sensitive and high priority cases
Troubleshoot basic agent technology issues
Advise supervisor on team performance
Participate in call calibration activities
Qualifications: Grammar/sentence structure
Knowledge retention
Time management
Problem solving
Use of multiple applications simultaneously and ability to switch between applications
Basic understanding of Windows and Office applications
Understanding of Virtual Private Network and remote log in
Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)
Ability to use files and folders to name, save, and retrieve information
Ability to send/receive emails, open and add attachments, and encrypt messages
Ability to use messaging applications (e.g., Teams) to communicate/share screen
Ability to navigate websites (e.g., VA.gov)
Other basic computer skills as required to complete daily tasks
Call center work experience is preferred
Active listening and speaking
Data entry (word processing skills of minimum 30-40 words per minute)
2-3 Years of previous call center experience preferred
*Position is Contingent Upon Award DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more. DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.
This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology Support. Sites can be located by visiting https://www.va.gov/find-locations Job Description: Handle calls on the supervisor escalation queue and overflow calls
Provide service recovery when caller expresses dissatisfaction
De-escalate aggravated callers
Handle calls in the Veterans First Queue for frequent and/or disruptive callers
Coordinate and handle nesting, and coaching responsibilities with new agents
Enter exceptions for agents in Workforce Management software
Manage Acceptance Testing for Customer Relationship Management
Approve urgent, time sensitive and high priority cases
Troubleshoot basic agent technology issues
Advise supervisor on team performance
Participate in call calibration activities
Qualifications: Grammar/sentence structure
Knowledge retention
Time management
Problem solving
Use of multiple applications simultaneously and ability to switch between applications
Basic understanding of Windows and Office applications
Understanding of Virtual Private Network and remote log in
Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)
Ability to use files and folders to name, save, and retrieve information
Ability to send/receive emails, open and add attachments, and encrypt messages
Ability to use messaging applications (e.g., Teams) to communicate/share screen
Ability to navigate websites (e.g., VA.gov)
Other basic computer skills as required to complete daily tasks
Call center work experience is preferred
Active listening and speaking
Data entry (word processing skills of minimum 30-40 words per minute)
2-3 Years of previous call center experience preferred
*Position is Contingent Upon Award DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law. DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more. DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.