What are the responsibilities and job description for the VA Veterans Experience Office (VEO) Tier 1 Senior Contact Center Agent position at ITCON Services?
ITCON Services is seeking to hire a seasoned Tier 1 Senior Contact Center Agent with at least 3 years of experience responsible for managing escalated and high-priority customer interactions, supporting service recovery efforts, and assisting with training and coaching new agents. This role also provides operational support through workforce management (WFM) exception handling, user acceptance testing (UAT), and troubleshooting basic technical issues. The position requires strong communication, problem-solving, and de-escalation skills to ensure customer satisfaction and team performance.
The Contact Center Tier 1 Senior Agent's key responsibilities will include:
The Contact Center Tier 1 Senior Agent's key responsibilities will include:
- Handle calls in the supervisor escalation queue and manages overflow calls during peak demand.
- Provide service recovery for customers dissatisfied with prior interactions to restore confidence and satisfaction.
- De-escalate aggravated or disruptive callers, including those routed to the Veterans First Queue.
- Support onboarding and development of new agents through 1:1 training, nesting support, and coaching.
- Enter agent scheduling exceptions in WFM software with supervisor approval.
- Conduct User Acceptance Testing (UAT) for CRM systems and other software releases.
- Approve urgent, time-sensitive, and high-priority (Priority 1 and Priority 1 Other) cases in accordance with established procedures.
- Troubleshoot and resolve basic agent technology issues, escalating when necessary.
- Provide supervisors with feedback on team performance and identify areas for improvement.
- Participate in call calibration sessions to ensure service consistency and quality across the team.
- Perform other operational support activities as assigned.
- 3 years of experience in Tier 1 escalated support
- Strong verbal communication and active listening skills with the ability to manage escalated or challenging interactions.
- Demonstrate experience in service recovery and customer de-escalation techniques.
- Ability to learn and effectively use Workforce Management (WFM) software, CRM systems, and telephony tools.
- Problem-solving skills with the ability to troubleshoot basic technical issues.
- Strong organizational skills and ability to handle multiple priorities.
- Experience providing training, coaching, or mentoring to peers or new hires.
- Must live within a 50 mile radius of a VA Health Facility for occasional meetings/duties. Check your nearest location here: https://www.va.gov/find-locations
- Previous call center experience in an escalation or support role.
- Familiarity with federal customer service environments, particularly Veterans Affairs.
- Experience with User Acceptance Testing (UAT) and software release validation.
- Bilingual or multilingual capabilities.
