Ft Support Specialist (On-Site Columbia, Sc)

TDB Communications is seeking a full-time tier-one Support Specialists (CSRI) to join our team onsite in Columbia, SC. The Support Specialist will assist and engage with Veterans, their beneficiaries, caregivers, survivors, and advocates to recover the damage done from a prior poor customer experience. To prepare you for this role, TDB provides paid training.

This schedule is as follows: 

Schedules will vary between the hours of 7am-10pm ($18.00 per hour)

Overnight schedule will be from 10pm to 7am ($19.00 per hour)

Benefits:

Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
PTO

What you will be doing:

• Use knowledge management tool to locate process or information needed to assist the customer.
• Capture the incoming phone number from telephony software. Telephony software will whisper identity of incoming phone line.
• Use appropriate greeting appropriate to the incoming phone line: Show empathy and engage in active listening with the customer by:
• Apologize and show empathy for the issue or concern.
• Express gratitude for letting you know about the situation.
• Listen to the caller as they explain they need and obtain relevant information.
• Use established procedures and techniques (such as asking probing questions) to clarify what their need(s) is(are).
• Provide the appropriate information or take the appropriate action based on their response.
• Agents must utilize the Customer Relationship Management (CRM) Tool to document the calls.
• Triage level of solution necessary to address customer’s need.
• Determine if customer need can be met during call, if immediate referral to the right VA specialist is warranted or if intake and routing electronically is appropriate.
• Protect privacy of customers and release information only to authorized personnel.
• Agents must be responsible for other operational activities as they are identified.

What you will bring (Required Qualifications):

• High School Diploma
• Must possess at least 1 year of Call Center experience.
• Must have working knowledge of e-mail, internet, and computer systems.
• Ability to communicate with applicants/recipients, family members with empathy, while always retaining professional composure.
• Team-oriented, professional candidates should possess knowledge of health care, managed care, and health and human services (preferred) 
• Ability to work weekends 

About TDB  

TDB Communications, Inc. is an 8(a)-minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice 

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.