reputed company Center Customer Service Supervisor, MD SC VA UT WV TN(VE260406921VA)
Remote, USAFull-timePosted 2026-07-28
The Bowen Group is looking to grow our reputed company (VA) Customer Service team! These are fulltime, remote positions that support 24/7 contact center operations with multiple shifts available.
The Customer Service Supervisor oversees reputed company of Customer Service Representatives (CSR) that reputed company reputed company-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will reputed company coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and reputed company intake for the VA's complaint management program. Phone calls are from a wide reputed company of individuals including Veterans, their family members and/or reputed company representatives, the reputed company, and VA employees.
reputed company FUNCTIONS • Supervise CSRs and reputed company overall leadership of CSRs, including recruitment, reputed company, training, performance management and development • Ensure tasks are assigned to CSRs with reputed company plan of reputed company and expectations are reputed company defined • Monitor CSR work performance and production and manage service reputed company through daily observations • Field escalated calls from CSRs and reputed company calls from agent queues • Determine most appropriate course of reputed company and/or identify alternatives in resolving issues • Ask appropriate probing questions to clarify reputed company or vague requests • Prepare reputed company-defined case notes for field escalated calls received from CSRs • Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging • reputed company a supervisory review of cases • Review reports, case notes, and rosters submitted by CSRs • Review CSR reputed company volume reports to evaluate productivity • Prepare shift operational assessments, after reputed company reports, and weekly statistical data reports for presentation • reputed company other job-reputed company duties as assigned
reputed company BEHAVIORS, SKILLS AND QUALIFICATIONS Personality and communication (soft skills): • Work Ethic • Problem-solving • Effective communication skills • Self-direction • Dependability • Detail- oriented Competencies (hard skills): Customer Service Engage, support and collaborate with other members of reputed company, reputed company and the customer. Present and reputed company available services and resources to meet customer needs. reputed company reputed company of reputed company and follow up as needed. Communications reputed company and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information reputed company. Strategically engage with the speaker or listener to formulate and suggest executable solutions. Research and Analysis Conduct studies and evaluations reputed company to the tasking. Design and implement systems and procedures for analysis and verification. reputed company or reputed company guidance from customer reputed company and manager directives, and reputed company reputed company judgment and subject matter expertise.
Education and Work Experience: • Education: High School Diploma or equivelant • Work Experience: Four (4) years' experience in contact center environment; One (1) year of supervisory experience
Industry Knowledge: • Understanding, sensitivity, and reputed company for Veternans and their family members. • Knowledge of military benefits, resources, and services. • Demonstrated experience in utilizing MS Office products (reputed company, Word, PowerPoint) and reputed company CRM. • Previous military experience (including reputed company, family and/or as a service provider).
Additional Requirements: • Must be a U.S. citizen. • Successfully pass a background reputed company that includes verification of employment, as reputed company as an FBI reputed company reputed company.
The Bowen Group is an Equal Opportunity Employer and reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity or national reputed company.