Veterans Affairs Call Center Agent
SRG is seeking highly motivated and empathetic call center agents, to work with Veterans in the White House Call Center. The Call Center Representative provides front-line operational support for the Veterans Experience Office premier Contact Center. In this role, you will assist callers by directing them to proper resources to address questions, issues, and complaints. Phone calls are from a wide variety of individuals including Veterans, their family members and/or representatives, or VA Employees. This is a full-time position.
*Currently, our Team is teleworking from home; however, you must have the capability to drive to the Call Center, and work onsite if the requirement should change.
Remote
- Understand and explain Department of Veterans Affairs (VA) services or procedures
- Strong phone contact handling skills and active listening
- Ask clarifying questions to identify complex or vague requests for VA services and information
- Accurately record details of calls and other service requests in an expected time frame
- Select appropriate VA services to meet the specific needs of customers
- Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public
- Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application
- Maintain confidentiality and privacy of callers
- Organize and prioritize multiple tasks
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