Call Center Customer Service Representative (Agent)

Mahalo for your interest in this role! Please see the full position description below and click Start Your Application when ready. For more information about DAWSON, please visit dawsonohana.com.

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:

• 
  

  Use knowledge management tool to assist the customer

  
  
• 
  

  Capture the incoming phone number with telephony software

  
  
• 
  

  Use appropriate greeting to the incoming phone line

  
  
• 
  

  Show empathy and engage in active listening with the customer

  
  
• 
  

  Utilize the Customer Relationship Management Tool to document the calls

  
  
• 
  

  Triage level of solutions necessary to address customer's needs

  
  
• 
  

  Protect privacy of customers and release information only to authorized personnel

  
  
• 
  

  Collect the required information for escalation as required

  
  
• 
  

  Provide tele-interpreter services for callers needing assistance in another language

  
  
• 
  

  Conduct warm transfer call, if appropriate, to designated VA specialist

  
  
• 
  

  Utilize pre-approved content located in the KMtool

  
  
• 
  

  Conduct service recovery or caller de-escalation, as appropriate

  
  
• 
  

  Collect, document and review appropriate information to verify identity

  
  
• 
  

  End call utilizing closing procedures

  
  
• 
  

  Responsible for other operational activities as they are identified

  
  

Qualifications:

• 
  

  Live within 50-mile radius of nearest VA facility that can provide on-site technology support

  
  
• 
  

  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 VPN 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 and receive emails, open and add attachments, and encrypt messages

  
  
• 
  

  Ability to use messaging applications (e.g., Teams) to communicate and 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.