Call Center Representative

Join a team dedicated to supporting Veterans, Service Members, and their families. As a Call Center Representative, you'll provide exceptional customer service, help resolve inquiries, and play an important role in ensuring those who have served our country receive the information and assistance they need. If you're looking for a rewarding opportunity to make a difference while supporting a mission that matters, we'd love to hear from you. Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities .

As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act. Working independently and with minimal supervision answering incoming phone calls from Veterans, Service Members, family members, or civilians and help with any query they have with the proper guidance utilizing the provided resources. Potential to be assigned to the hard copy mail room (Secret Clearance required) or the Email Team, answering incoming email inquiries.

Primary Duties Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review. Identify and resolve issues and provide technical expertise with high degree of accuracy. Promote customer satisfaction needs or concerns and provide quality service. Promote the achievement of business results by completing assignments thoroughly and accurately within established guidelines. Use proper research and analytical tools and protect privacy. Additional Responsibilities Control the pace and flow of the inquiry/request and manage call time effectively.

Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers. Listen to and empathize with customers and acknowledge their concerns. Follow protocol and apply sensitivity and discretion in handling confidential information. Perform other responsibilities as assigned.

Qualifications

Education, Experience, and Certification(s) High school diploma or General Educational Development (GED), required. At least one year of customer service experience required. Wounded Warriors, veterans, and retirees preferred. Must be eligible to obtain NACI security clearance and gain and maintain access to Fort Knox, KY Army Installation. Knowledge, Skills, and Abilities Must learn military concepts and procedures. Proficient in verbal communication skills to facilitate clear and accurate information exchanges with customers. Exhibit excellent customer service skills. Ability to multi-task and work in a fast paced…

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