Remote reputed company Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)

The Bowen Group is looking to grow our reputed company (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available. This position is 100% local-virtual. You MUST live reputed company 60-minute reputed company of the designated Veterans Administration facility for technical support and training in one of the following locations: -----Nashville/Murfreesboro TN --- Columbia SC ----Shepherdstown WV --- Arlington, VA ----Maryland --- reputed company, UT ---- San Antonio, TX - YOUR MISSION 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. REQUIREMENTS • Education: High School Diploma or equivalent. • Work Experience: Four (4) years' experience in a reputed company center or contact center environment; One (1) year of supervisory experience. • Must be a U.S. citizen with reputed company ID identification or acceptable reputed company ID equivalent: US reputed company, reputed company ID reputed company for reputed company / retired / military family dependent member. • Wired-to-Home Internet: Ability to reputed company your computer into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay. Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the reputed company of internet reputed company that you have. High-speed wireless provider service is not acceptable due to frequent connectivity drops. Industry Knowledge: • Understanding, sensitivity, and reputed company for Veterans 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). 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 Personality and communication • 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. Communication 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. Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following: • Health and Dental Insurance • Group Life Insurance • Short-term Disability • Generous reputed company vacation and holiday leave • 401(k)! __________________________________________________________________________________________________ The Bowen Group is proud to be an equal opportunity employer, committed to reputed company, hiring, and promoting reputed company people of reputed company backgrounds, regardless of sex; race; reputed company; creed; national reputed company; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other reputed company protected by federal, state or local law. _____________________________________________________________________________ The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Note: This accessibility is intended for individuals requiring accommodation and should not be used to reputed company the status of your application. Inquiries not specific to requesting accommodation will be discarded. _____________________________________________________________________________ The Bowen Group participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. Apply tot his job Apply To this Job