Contact Representative

Job Title*THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*Major Duties and Responsibilities Include:Receiving inbound telephone calls from Veterans, Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries.Determining most appropriate action or identifies alternatives in resolving issue(s) through in depth research and interpretation.Providing information on benefits and eligibility requirements.Providing instructions to Veterans, caregivers, VA staff on the use of VA eligibility, benefits and healthcare related websites; mobile applications.Identifying/resolving different types of issues and problems reported such as password reset, website usability.Seeking assistance on responding to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful.Reporting and tracking user feedback and suggestions; appropriately documenting issues and resolution in appropriate system of record.Utilizing, adhering to, and carrying out tasks outlined in local and national policies and procedures, assisting users with login actions, troubleshooting issues, navigation of the sites and tools.Reporting and escalating system issues when discovered to appropriate personnel, requesting support from supervisor/Lead in a timely fashion.Responding to requests for technical assistance via phone, email or webchat as assigned by supervisor.Providing support for VA emerging Mobile Applications and Web Technology, assisting users in basic navigation in Web Mobile Tools and iPad support.Serving as mentor and aiding in training entry-level representatives on call center procedures and other job requirements.Assisting in the triaging and resolution of trouble issues reported such as, but not limited to, password resets, website and mobile application usability; navigation; troubleshooting of features and functionality.Researching using approved knowledge management scripting and business processes to determine and resolve each problem.Performing other duties as assigned.Work Schedule: Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.Recruitment & Relocation Incentives: Not authorizedCritical Skills Incentive (CSI): Not approvedTelework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for Ad-Hoc telework. Telework eligibility will be discussed during the interview process.