Calloway & Associates, Inc. is GROWING our Contact Center Team in Shepherdstown WV!

COME GROW WITH US!!!!

Do you enjoy working in the customer service, call center, or hospitality industries because of the ability to provide excellent service and turn someone’s day around? Have you been the “go to” person on your team to handle the grouchy customers because you’re the one who can make them smile? Are you an empathetic individual capable of seeing things from another’s point of view and helping them solve their problem as if it were your own?

If this sounds familiar, the Veteran’s Administration wants you to provide that level of service to our deserving Veterans in our contact center role.

The Customer Service Representative provides front line support for the Veterans Experience Office’s premier Contact Center (also known as the VA White House Hotline). You will assist callers by directing them to proper resources to address questions, issues, and concerns. Calls are from a wide variety of individuals including Veterans and their family members and/or representatives.

CORE FUNCTIONS AND RESPONSIBILITIES:

• Be able to explain Department of Veterans Affairs (VA) services or procedures
• Practice active listening and not interrupt the caller
• Ask clarifying questions to identify complex or vague requests for VA services and information
• Accurately record details of calls including service requests and concerns
• Select the appropriate VA services to meet the specific needs of the caller
• Establish and maintain effective communication and working relationships with coworkers, VA employees, outside agencies and the public
• Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application
• Utilize a daily scheduling system that tracks time spent on calls, breaks, lunch, training, meetings, etc.
• Participate in regular ongoing training and meetings
• Maintain confidentiality and privacy of callers
• Organize and prioritize multiple tasks