What are the responsibilities and job description for the Wounded Warrior Call Center Customer Care Representative position at KSA Integration?
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 value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020 - 2024 Best for Vets List by Military Times, in addition to winning the 2021, 2022, 2023, and 2024 Department of Labor “Hire Vets” Platinum Medallion Award.
Position Background: KSA Integration is currently seeking a Wounded Warrior Customer Care Representative (CCR) to support operations of the Marine Corps Wounded Warrior Contact Center in Camp Lejeune, NC. Customer Care Representatives at our Contact Centers work Monday through Friday 8:00am-4:30pm. The candidate must complete a two-week M-F training program before assuming normal work schedule.
Position Responsibilities:
- The CCR will answer incoming calls and conduct outreach calls with Marines, Commands and/or family members to assess their support needs. Based on these assessments, they will provide information and guidance toward relevant resources, benefits, and entitlements that will assist with their individual needs.
- The CCR will serve as liaison between Marines and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marines’ needs.
- Equally important, the CCR must fully ascertain and capture the essence of the Marines’ concerns/issues and properly document the information in a case management database.
Position Requirements:
- Minimum education: High school diploma.
- Minimum experience: One year of experience in providing customer support or counseling in a medical or related field.
- Knowledge and understanding of wellness support information and referral services.
- Ability to demonstrate knowledge of military culture. Marine Corps experience / familiarity is preferred.
- Ability to demonstrate compassion, patience, and understand in dealing with individuals with varying support needs.
- Must possess a favorable T-3, T3R or National Agency Check with Local Agency and Credit Checks (NACLC) background check.
KSA Integration is an equal opportunity employer.