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Form of workJob Description
Level up in your career and support the military community at The Bowen Group!
The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.
Although this position is virtual, the incumbent must be located in the NOVA and WV area.
The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA's complaint management program. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.
CORE FUNCTIONS
- Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
• Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
• Monitor CSR work performance and production and manage service quality through daily observations
• Field escalated calls from CSRs and overflow calls from agent queues
• Determine most appropriate course of action and/or identify alternatives in resolving issues
• Ask appropriate probing questions to clarify complex or vague requests
• Prepare well-defined case notes for field escalated calls received from CSRs
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
• Perform a supervisory review of cases
• Review reports, case notes, and rosters submitted by CSRs
• Review CSR call volume reports to evaluate productivity
• Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation
• All other job-related duties as assigned - Review CSR call volume reports to evaluate productivity
Industry Knowledge:
• Understanding, sensitivity, and empathy for Veterans and their family members.
• Knowledge of military benefits, resources, and services.
• Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
• Previous military experience (including military spouses, family and/or as a service provided
Education and Work Experience:
• Education: High School Diploma or equivalent
• Work Experience: Four (4) years experience in a contact center environment; One (1) year of supervisory experience
Additional Requirements:
• Must be a U.S. citizen.
Benefits:
- Competitive Salary and Benefits
- Flexible schedules and teleworking opportunities
- Paid time off and holidays
- Health, dental, vision and life insurance
- Short and long-term disability programs
- Education reimbursement and professional development opportunities
- Traditional and Roth 401(k) plans with a generous employer match
The Bowen Group provides support to federal government clients. Some of these clients may require our employees to be fully vaccinated for COVID-19. Therefore, by applying for this position, you understand that you may be required to disclose your vaccination status as a condition of employment.
The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@thebowengroup.com
Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting an accommodation will be discarded.
The Bowen Group participates in the E-Verify program as required by law. Learn more about the E-Verify program.
The Bowen Group has been strengthening the health and well-being of service members and the greater military community for more than 15 years. We take pride in providing employment opportunities for veterans, spouses and dependents who have first-hand knowledge of the military lifestyle. This institutional knowledge helps inform our strategy, strengthen our services and improve the lives of those who serve our country.
Founded in 2004, Bowen is an industry leader specializing in strategic communications, mental health and wellness services and staffing. From new military spouses living on installation to a service member on his fourth overseas tour, our methodology reaches each member of the military community where they are. Our expert team fuses shared expertise and capabilities to deliver client’s message through a full range of targeted services. Bowen is a leader in the government services field, providing award-winning: – Researched-based strategic communications and digital engagement – Behavioral health and wellness services designed for the military community – Program management services allowing for informed decisions driving effective results.
Based in the capital region, Bowen has grown to a company of nearly 300 employees working across the country. We have shown time and again we are a trustworthy partner to our government entities, military organizations and fellow service providers and contractors.
