SENIOR Call Center Agent - Remote West Virginia (50 Miles) of the Martinsburg WV Medical Center or a

SENIOR Call Center Agent - Remote West Virginia (50 Miles) of the Martinsburg WV Medical Center or any other VA Hospital Note: "VA Medical Center" VAMC is another name for a VA Hospital, and VA CLINICS do not qualify as valid VAMC locations for this work. [email protected] is specifically for positions where the employee will need to work from home in West Virginia within 50 miles of the Martinsburg WV Medical Center, and if optionally used desired with a note in the email may be used for locations within 50 miles of any VA Hospital. To aid in the promptness of the reply please be sure to include the words Senior Agent in the email subject if the above Piton email address is used. ---------------------------------- SENIOR Call Center Agent Responsibilities: • Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources. • Provide service recovery when caller expresses dissatisfaction with the interaction with agent. • De-escalate aggravated callers when warranted. • Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive. • Provide 1:1 training as time permits. • Coordinate and handle nesting, and coaching responsibilities with new agents. • Enter exceptions for agents in WFM software, with supervisor approval. • User Acceptance Testing (UAT) for CRM and other software releases. • Approve urgent, time sensitive and high priority (Priority 1 and Priority 1 Other) cases. • Troubleshooting basic agent technology issues. • Advise supervisor on team performance. • Participate in call calibration activities. ---------------------------------- SENIOR Call Center Agent Qualification and Submission Requirements overview: The minimum longevity requirement for experience includes both: · 2 years of Call Center Senior Agent prior experience, and · 2 years of Call Center Agent Experience. Note: The responsibilities of the prior Call Center Senior Agent and Call Center Agent prior positions must have similar responsibilities as those of the corresponding VA positions in order to receive equivalency credit to meet the longevity requirement. Note: The similarities between the prior qualifying positions and the requirements of the corresponding VA position must be documented in writing in bullets for the prior position so that a government reviewer will be able to identify the similarity and to concur the experience requirement has been met. Note: In order to facilitate the government concurrence review, we are using a customized resume format for the applicant to create a resume which is focused on the synchronization of the prior positions with the VA position requirements. It will not be possible to be considered for a position without the submission of a focused resume form. Note: The focused resume form and submission instructions will be provided in an email reply to your initial application. If your personal email is provided with your initial application the form will be sent both via Indeed and also to your personal email address. The two prior years of Call Center Agent experience must be similar to the responsibilities of the VA Call Center Agent requirements. The two prior years of SENIOR Call Center Agent experience must be similar to the responsibilities of the VA Call Center Senior Agent requirements. ---------------------------------- Requirement for a Government performed security investigation: The government will perform a security investigation which includes fingerprints and the investigation level requires U.S. citizenship. ---------------------------------- Prerequisite of an Existing Wired Internet Connection: A prerequisite for employment is the existence of a wire internet connection in your house. The internet connection will not be paid by the contract. The government will test the performance of the internet connection before the prospective employee will be permitted to begin working on the contract. Please do not apply if your circumstances are such that you at your own expense will not have a preexisting wired capable internet connection to which a government computer may be connected at your home remote work location within 50 miles of the medical center. Job Type: Full-time Application Question(s): • Do you have VA call center experience? • Do you have healthcare call center experience? • Do you have call center Senior Agent experience? Work Location: Remote