Call Center Representative

Join a team dedicated to supporting Veterans, Service Members, and their families. As a Call Center Representative, you'll provide exceptional customer service, help resolve inquiries, and play an important role in ensuring those who have served our country receive the information and assistance they need. If you're looking for a rewarding opportunity to make a difference while supporting a mission that matters, we'd love to hear from you.

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

Working independently and with minimal supervision answering incoming phone calls from Veterans, Service Members, family members, or civilians and help with any query they have with the proper guidance utilizing the provided resources. Potential to be assigned to the hard copy mail room (Secret Clearance required) or the Email Team, answering incoming email inquiries.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Identify and resolve issues and provide technical expertise with high degree of accuracy.
• Promote customer satisfaction needs or concerns and provide quality service.
• Promote the achievement of business results by completing assignments thoroughly and accurately within established guidelines.
• Use proper research and analytical tools and protect privacy.

Additional Responsibilities

• Control the pace and flow of the inquiry/request and manage call time effectively.
• Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• Listen to and empathize with customers and acknowledge their concerns.
• Follow protocol and apply sensitivity and discretion in handling confidential information.
• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• High school diploma or General Educational Development (GED), required.
• At least one year of customer service experience required.
• Wounded Warriors, veterans, and retirees preferred.
• Must be eligible to obtain NACI security clearance and gain and maintain access to Fort Knox, KY Army Installation.

Knowledge, Skills, and Abilities

• Must learn military concepts and procedures.
• Proficient in verbal communication skills to facilitate clear and accurate information exchanges with customers.
• Exhibit excellent customer service skills.
• Ability to multi-task and work in a fast paced, structured/procedure-oriented environment.
• Basic knowledge of Microsoft Office Suite products required.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move office products and supplies, up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information