Zeiders Enterprises, Inc.

Customer Service Representative

Zeiders Enterprises, Inc.

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Job Level

Junior

Tech Stack

VBA

About the role

  • Provide comprehensive, empathetic and immediate support and assistance to Veterans by maintaining an in-depth knowledge and understanding of departments, services and federal regulations that facilitate access to entitled programs
  • Conduct service recovery or call de-escalation as appropriate
  • Use knowledge management tool to locate process or information needed to assist the customer
  • Respond to a high volume of inbound calls, emails, and webchats using established procedures and techniques (e.g., ask probing questions or repeat back what was said) to clarify what is needed
  • Select or recommend the appropriate VA service or department to handle a particular issue or question and provide a warm transfer call to the appropriate VA Specialist
  • Document call details, service requests, issues, follow-ups, etc., accurately and within the expected time frame
  • Maintain confidentiality of callers and protect sensitive information (personal data, medical data)
  • Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public

Requirements

  • Must be located within 50 miles of a Veterans Affairs Medical Center (VAMC) or a Veterans Benefits Administration (VBA) Regional Office
  • High school diploma or GED.
  • At least six (6) months of customer service experience in a professional office-based environment (virtual or in-person).
  • Excellent written and oral communication skills.
  • Ability to work under pressure and handle stressful situations.
  • Strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
  • Strong data entry/typing skills with a high degree of accuracy.
  • Ability to hardwire to high-speed internet (i.e., min 25 Mbps download and 10 Mbps upload, both without any delay) for technical setup.
  • Must have a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicedata entrytypingcall de-escalationservice recoveryknowledge managementhigh-speed internet setup
Soft Skills
empathycommunicationability to work under pressurestress managementrelationship building
Certifications
high school diplomaGED