Customer Care Representative Marine Corps Wounded Warrior Call Center

Customer Care Representative

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through two core portfolios: Warrior Readiness, and Warrior Care. We are a rapidly growing government contractor that has built a reputation for focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA has been awarded the Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being every year from 2019 to 2025. KSA also earned recognition on the Best for Vets List by Military Times from 2019 to 2025 and garnered the Department of Labor "Hire Vets" Platinum Medallion Award from 2021 to 2025.

KSA Integration is currently hiring a Customer Care Representative (CCR) position for the following shifts:

• 2nd Shift 4:00 PM-12:30 AM Sunday - Thursday/Tuesday - Saturday
• Hybrid work is available (2 days per week).

CCRs are the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as assess the individual's support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual's needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine's needs. Equally important, the CCR shall fully capture the essence of the WII Marines' concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. CCR schedules are broken into three shifts to maintain 24/7/365 operations.

Initial training is for two weeks in the Wounded Warrior Call Center from 9:00 AM-5:30 PM. Upon completion of training, employees will be scheduled for shifts referenced above.

Requirements:

• Current Active Tier 3 (T3) or National Agency Check with Local Agency and Credit Checks (NACLC) Background Investigation.
• Familiarity with the organization and functions of the United States Marine Corps.
• Must be proficient in Microsoft Office 365.

KSA Integration is an equal opportunity employer.