Experienced Customer Service Representative for Veterans Support - Remote Opportunity in Northern Virginia

Introduction to arenaflex and the Role

At arenaflex, we are passionate about making a difference in the lives of others, and we believe that empathy, effective communication, and a commitment to helping others are essential qualities for success in our team. As a customer service representative supporting the Veterans Experience Office at the U.S. Department of Veterans Affairs, you will play a vital role in providing front-line operational support to our nation's heroes and their families. If you are a compassionate and skilled communicator with a passion for helping others, we encourage you to apply for this exciting opportunity.

About the Position

The Customer Service Representative position is a 100% virtual role that offers a unique opportunity to work from the comfort of your own home while making a meaningful difference in the lives of veterans and their families. As a member of our team, you will be responsible for providing exceptional customer service, answering calls, and directing individuals to the proper resources to address their questions, issues, and concerns. You will be working in a fast-paced environment, utilizing a multi-screen computer system, including a Customer Relationship Management (CRM) application, to accurately record details of calls and other service requests.

Key Responsibilities

• Understand and explain Department of Veterans Affairs (VA) services or procedures to callers
• Ask clarifying questions to identify complex or vague requests for VA services and information
• Accurately record details of calls and other service requests in an expected time frame
• Select appropriate VA services to meet the specific needs of customers
• Establish and maintain effective communication and working relationships with VA employees, outside agencies, and the public
• Utilize a multi-screen computer system, including a Customer Relationship Management (CRM) application
• Maintain confidentiality and privacy of callers
• Organize and prioritize multiple tasks to meet performance metrics and quality standards

Qualifications and Requirements

To be successful in this role, you will need to possess a combination of skills, experience, and personal qualities that enable you to provide exceptional customer service in a fast-paced environment. The essential qualifications and requirements for this position include:

• Six months of work experience in customer service and call center environment
• Ability to hardwire to High Speed Internet (no Wi-Fi) with a minimum 25 mbps download without delay / Minimum 10 mbps upload without delay
• Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
• Ability to work under pressure, including calm and effective dealing with escalating or difficult calls
• Capability to "think on your feet" to offer additional solutions to problems
• Detail-oriented with strong organizational and time-management skills
• Excellent verbal, interpersonal, and written communication skills
• Familiarity with the military and veteran community programs is a plus
• U.S. Military Veteran or Veteran family members receive additional consideration
• Must be a U.S. Citizen or a Green Card Holder
• Proof of eligibility to work in the United States

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous experience working with veterans or military families
• Knowledge of VA services and procedures
• Experience working in a virtual or remote environment
• Strong technical skills, including proficiency in CRM applications and multi-screen computer systems

Skills and Competencies

To succeed in this role, you will need to possess a range of skills and competencies, including:

• Communication skills: Excellent verbal, interpersonal, and written communication skills are essential for success in this role.
• Empathy and compassion: The ability to understand and empathize with the needs and concerns of veterans and their families is critical.
• Problem-solving skills: You will need to be able to think on your feet and offer additional solutions to problems.
• Organizational skills: The ability to organize and prioritize multiple tasks to meet performance metrics and quality standards is essential.
• Technical skills: Proficiency in CRM applications and multi-screen computer systems is highly desirable.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a customer service representative, you will have access to a range of training and development opportunities, including:

• Comprehensive training program to ensure you have the skills and knowledge needed to succeed in the role
• Ongoing coaching and feedback to support your growth and development
• Opportunities for advancement and career progression within the company

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive work environment. As a virtual employee, you will be part of a dynamic and remote team that is passionate about making a difference in the lives of others. Our company culture is built on values of empathy, compassion, and respect, and we are committed to creating a workplace that is inclusive and supportive of all employees.

Compensation, Perks, and Benefits

As a customer service representative at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive hourly rate of $17.20/hr
• 11 Paid Federal Holidays
• Employee-only medical, dental, life insurance, and more
• Generous vacation and sick leave
• 401(k) plan

Conclusion

If you are a compassionate and skilled communicator with a passion for helping others, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a customer service representative, you will play a vital role in providing exceptional support to our nation's heroes and their families. With a range of training and development opportunities, a positive and supportive work environment, and a competitive compensation package, this is an opportunity not to be missed. Apply today to join our team and make a difference in the lives of others!