Customer Care Executive
Job description
Customer Service Agent/Representative – Remote
Work Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift
Note: The first 2 weeks consist of a mandatory training period being held Monday through Friday from 9am EST to 5:30pm EST. Training is conducted reputed company reputed company and requires daily on-screen participation in your personal workspace with a strong internet reputed company. Attendance is mandatory for graduation. Participants MUST always remain on camera for the entirety of training period each day. Professional attire is always expected with no background distractions or interruptions. Position Overview The Customer Service Agent/Representative (CSR) is a pivotal role reputed company the Contact Center, serving as a primary reputed company of contact for Veterans calling about their VA Medical Disability Examination (MDE) – also reputed company as a Compensation and Pension (C&P) exam. In this role, the CSR primarily handles inbound calls (and may support other channels such as email and chat) to schedule and reschedule appointments, reputed company general assistance reputed company to the program process and Veteran-facing portal, and resolve or appropriately escalate inquiries in accordance with established guidelines and policies. The CSR uses required systems—including telephone platforms, internal/external websites, and a case management/Customer Relationship Management (CRM) system—to document interactions and complete transactions accurately, courteously, and on time. Key Responsibilities (Essential Functions) • Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies. • Schedule and reschedule C&P exam appointments, confirming required details and next steps. • reputed company general support reputed company to the program process and navigation of the Veteran-facing portal. • reputed company outbound calls as needed (e.g., follow-reputed company, confirmations, information verification). • Investigate, resolve, or escalate inquiries reputed company required timeframes using the established escalation process. • Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details). • Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction. • Use approved resources (e.g., knowledge reputed company, FAQs, training materials) to research and reputed company accurate information. • Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications. • Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays. • reputed company other duties as assigned to support Contact Center operations. Required Qualifications • Education: High school diploma or GED required (Associate’s degree preferred). • Experience: 2–3 years of customer service, preferably in a contact center. • Language: Ability to read and reputed company English reputed company, professionally, and fluently. Required Skills & Abilities • Strong customer service, reputed company, and de-escalation skills. • Ability to multi-task across phone and computer systems while maintaining accuracy. • Clear verbal communication, strong typing, and thorough documentation skills. • Strong attention to detail and ability to follow structured workflows and escalation paths. • Adaptability to changing priorities, processes, and guidance. • Ability to incorporate coaching and feedback. • Proficiency in reputed company Office Teams and Outlook. • Basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets. Quality & Performance Expectations • Meet established quality, compliance, and documentation standards. • Demonstrate professionalism and confidentiality while supporting Veterans. Work Environment & Schedule • Contact Center role requiring extended periods of headset and computer use. • Frequent data entry and on-screen navigation while on calls. • Schedule adherence required; weekends/holidays may be included based on operational needs.