Veteran Service Support Technicians

At General Infomatics, Inc. we pride ourselves on providing program support, healthcare services, strategic technology solutions, and knowledge management to US government agencies worldwide, under standards of integrity, trust, and a commitment to excellence.

We are looking for Veteran Service Support Technicians (VSST) to support the Veterans Affairs and Denver Logistics Center. at Golden, CO. (Monday to Friday part time shifts based off high volume hours, worked between the hours of operation 6:00am to 6:00pm).

SUMMARY: DLC operates a national supply program that directly supports over 1.9 million disabled Veterans, 21 Veteran Integrated Service Networks, 153 hospitals, 780 community-based outpatient clinics, 156 nursing homes,103 domiciliary units, and 13 blind rehabilitation centers.

Customer service representatives will answer inquires and provide direct assistance to Veterans, and VA Clinicians in the process of fulfilling their orders utilizing the Remote Order Entry System (ROES) and transfer calls to different departments and/or sections within the DLC, assisting with credit card transactions, and processing mail.

Agents are regarded an expert source of information for different models of hearing aids, different types and sizes of batteries, prosthetic socks, orthotic soft goods, and apnea and telehealth equipment in understanding the DLC programs and processing procedures.

The Agents who serve in the capacity of a VSST and are the frontline representatives are responsible for the placement of all orders received from VA clinicians and Veterans at the DLC, orders received via the call center will be for DLC products such as hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, prosthetic socks, aids for the blind and telehealth equipment. These orders can be received electronically, by telephone, via fax, or by mail. VSSTs will process a wide variety of transactions subject to various rules and regulations. They shall be the subject matter expert (SME) on all national programs managed by the DLC, and are responsible for accuracy and timeliness of orders received at the DLC.

Main responsibilities and duties include, but are not limited to:

• 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.
• Identify issues or problems, seek alternative solutions (consistent with applicable regulations), and provide direct technical assistance to Veterans and VHA Clinicians.

QUALIFICATIONS, SKILLS AND REQUIREMENTS

• High school or GED diploma
• A minimum of six (6) months of experience and knowledge of customer service practices and principles ensuring customer satisfaction.
• Use of standard office equipment and ability to operate standard telephone systems, MS Office Suite (Word, Excel, SharePoint, Outlook)
• Proficiency in 10-key date entry via keyboard
• General office skills, research skills, shipping and receiving.
• Ability to type a minimum of 40 WPM (computer keyboard)
• 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, which 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 communications.
• Professional demeanor and compliance with DLC's code of conduct and dress code.

WE OFFER

• Competitive salary
• Comprehensive Health & Welfare Benefits, including health, dental, vision, 401k, life, short- and long-term disability, other ancillary benefits.
• Vacations, holidays and sick leave

Come join our team!

A minority owned, Service-Disabled Veteran Owned Small Business (SDVOSB), Small Disadvantaged Business (SDB) - ISO 9001:2015 and ISO 20000-1:2011 Certified.

Member of the Military Spouse Employment Partnership - Department of Defense

Certified Employer - Virginia Values Veterans Program - Commonwealth of Virginia

Discover the Talent Program - Hire our Heroes - US Chamber of Commerce Foundation

We invite our Veteran and Military Spouses to self-identify during the application and recruitment process.

Must be able to pass a US government security investigation