Call Center Lead / Trainer

Nelson Enterprise Technology Services is seeking a Call Center Lead/Trainer to join our team supporting the VA’s Denver Logistics Center, located in Golden, CO. Our Team answers inquiries and provides direct assistance to Veterans and Clinicians in the process of fulfilling orders and directing calls as necessary. The Supervisors’ primary purpose is to monitor the Veteran’s Service Support Technician (VSST) performance, ensuring customer service runs efficiently and effectively. This position is in support of a proposal for a government contract. Duties and Responsibilities:  Provide guidance and advise Agents on standards and protocols of the Call Center.  Assist with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns.  Provide resolution for simple and informal complaints received from Veterans, VHA Clinicians, and DLC employees. Refers to more complex issues and concerns to the on-site Supervisor.  Provide instructions to Agents regarding proper phone etiquette - messaging, transfers, online ordering instructions, and interpreting software screens.  Ensure proper ordering procedures using ROES and Veterans Health Information Systems Technology and Architecture (VistA), including Telehealth orders, items, and registration.  Observe correct Shipping and receiving procedures and follow all procedures for managing lost and/or damaged items.  Supervise credit card processing and implement correct Pay.Gov procedures and timelines.  Leads will be responsible for taking inbound calls and delivering initial, new, and refresher training content to all contracted Agents. Skills, Knowledge, and Abilities  Ability to effectively listen and communicate verbally with people on the telephone. This includes the skill to conduct telephone interviews that produce the necessary exchange of information needed by VA DLC to assess the customer needs, provide requested information, and resolve customers' problems/needs in a satisfactory manner.  Ability to convey any information accurately, fully, and clearly about DLC inventories that are of interest to the caller or make a proper referral when the information or service requested can be better provided by a different organization or agency. This requires a strong skill set in both verbal and written communication. Qualifications: • High school or GED diploma. Higher education/technical training preferred. • A minimum of one year of experience and knowledge with training or leading customer service staff to perform daily tasks in support of business operations through knowledge of team processes and knowledge and skills with managing complaints, providing resolution, working with management, and monitoring daily workloads. • Intermediate to advanced knowledge and skills using standard office equipment and ability to operate standard telephone systems, MS Office Suite (Word, Excel, SharePoint, Outlook) • Proficiency in 10-key data entry via keyboard • Ability to type a minimum of 40 WPM (computer keyboard) • Advanced/exceptional verbal and written communication skills Please submit a resume in Word format to Sunil Dutt, Sdutt@nets-us.com