Call Center Representative, Frederick MD (VE260323858MDZ)
$36,920–$36,920 year
Remote
Job Summary
Connect Veterans to appropriate resources by explaining Department of Veterans Affairs services, asking clarifying questions, and accurately recording call details in a Customer Relationship Management system. Navigate multi-screen computer applications while maintaining caller confidentiality and establishing effective communication with VA employees, outside agencies, and the public. Manage escalating or difficult calls with patience and empathy, documenting interactions in real time while adhering to strict internet speed requirements and training protocols. This 40-hour virtual role supports the Veterans Experience Office's premier Contact Center, offering opportunities for growth into supervisory positions within the federal team.
Required Qualifications
- Must have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member)
- Must have at least six (6) months of consecutive call center or contact center experience
- Your computer must direct-connect via cable into your wired cable service home High-Speed Internet router
- Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay
- Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
- Must be a U.S. Citizen or a Green Card Holder having lived in Your residence must be located within 60 minute driving distance to a Veterans Administration (VA) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV
- Your residence must be located within 60 minute driving distance to a Veterans Administration (VA) facility at Arlington VA, Columbia SC, Murfreesboro TN, Nashville TN, Salt Lake City UT, or Shepherdstown WV
- Must be able to listen, talk, think and document your interaction in real time
- Must be able to effectively deal with escalating or difficult calls
- Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
- Must be a U.S. Citizen or a Green Card Holder having lived in the USA for three (3) years prior to hire
- Requires Proof of eligibility to work in the United States
- Must have a REAL ID-compliant identification card or acceptable alternative (US Passport, Department of Defense ID card for active / retired / military family dependent member)
Desired Qualifications
- Familiarity with the military and veteran community programs is a plus
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