Call Center Support Agents

• Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call.

• Process, track, and place order(s) using Outlook email, scanner technology, and DLC software (Remote Order Entry System).
• Respond to emails using Outlook email.
• Evaluate orders for accuracy and timeliness by verifying shipment tracking.
• Process credit card payment.
• Gather information from Customers necessary and sufficient to place accurate orders.
• Conduct courteous and professional telephone interviews that address Customers’ issues and/or questions.
• Proficiently navigate Vendor Websites to locate manufacturer specific information, product guides, manuals, and instruction.
• Process credit card payments for charges made under PAY.GOV program.
• Process ROES loop transactions.
• Provide assistance to customers by guiding them through the Remote Order Entry System (ROES) software program screens.
• Provide instructions and/or guidance on technical or administrative matters, including ordering procedures, ROES loop processing, problem resolution, and other aspects as needed.

Agents shall:

Have a minimum of six (6) months of experience and knowledge of customer service practices and principles (e.g., hospitality, hotel, caregiver, recreation, retail, marketing, food service, Call Center), ensuring customer satisfaction.  Agents shall have basic knowledge and skills with computer programs like Windows, Excel, and Microsoft Office suite and typing skills.