What are the responsibilities and job description for the Customer Care Representative Marine Corps Wounded Warrior Call Center position at KSA Integration?
Description
KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2025 Inc. Best Workplaces, a prestigious list of businesses recognized for the value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2019 - 2025 Best for Vets List by Military Times, in addition to winning the Department of Labor “Hire Vets” Platinum Medallion Award 2021 – 2025.
Position Overview: KSA Integration is currently hiring a Customer Care Representative (CCR) for the following shift:
- 3RD Shift 12:00 AM - 8:30 AM Sunday - Thursday.
- Hybrid work is available (2 days per week).
CCRs are the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as assess the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. CCR schedules are broken into three shifts to maintain 24/7/365 operations.
Initial training is for two weeks in the Wounded Warrior Call Center from 9:00 AM-5:30 PM. Upon completion of training, employees will be scheduled for shifts referenced above.
Requirements
- Current Active Tier 3 (T3) or National Agency Check with Local Agency and Credit Checks (NACLC) Background Investigation.
- Familiarity with the organization and functions of the United States Marine Corps.
- Must be proficient in Microsoft Office 365.
KSA Integration is an equal opportunity employer.