Job description

This position is located in Shepherdstown, WV and serves as a member of the hotline team as a front-line agent. The hotline provides directory assistance, answers general inquiries, refers customers directly to other hotlines, and performs intake for the VA's complaint management program.

GS 5-6

Clarification from the agency:

Current Federal employees serving under career or career conditional competitive service appointments, former Federal employees with reinstatement eligibility, Veterans who are eligible to apply under the following: Veterans Employment Opportunity Act (VEOA), VRA,30% or more disabled veterans are , military spouses, Schedule A, Peace/Vista Corps, spouses of 100% disabled Vets are eligible to apply

Work Schedule: This is a 24/7 operation . Days, nights, holidays, weekends are included in shifts
Compressed/Flexible Schedule: Not Available
Telework: Yes-as determined by the agency policy.
Duty Location Status: Will report to work in Shepherdstown at Contact center

This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-06. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-06. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher level work, and availability of funds. Promotion is not guaranteed and no promise of promotion is implied.

Major Duties:

• Receive telephone calls from and/or generate telephone calls to veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution;
• Establish and maintain effective communication and working relationships across the full spectrum of the Veterans Affairs;
• Conduct personal or telephone interviews and/or search records or guidelines, in order to provide full explanations to specific inquiries relating to the agency and resolve problems;
• Prepare well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution;
• Triage cases that need immediate attention and alert key stakeholders as needed;
• Determine the appropriate VA services to meet the specific needs of customers;
• Interpret case resolution and feedback from various VA agencies for the customer;
• Identify calls which must be referred to the Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff;
• Appropriately use computer programs to listen to call recordings and enter exceptions to provide details of work-related activities

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Job Type: Full-time

Pay: $39,684.00 - $57,506.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Ability to commute/relocate:

• Shepherdstown, WV 25443: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you a Veteran, current/former federal employee, military spouse, Schedule A eligible, current/former Peace/Vista Corps, or spouse of 100% disabled Vet?

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: One location

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