Customer Care Representative

divh2Customer Care Representative/h2pZeiders is an industry leader in military and family support. Our companys reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service./ppThe Wounded Warrior Call Center (WWCC) is the primary source of contact for wounded, ill and injured Marines and their family members to request and obtain appropriate non-medical assistance from the Marine Corps Wounded Warrior Regiment (WWR). This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides a wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with Marines to ensure the appropriate delivery of resources, benefits, and WWR support is received./ppThe Wounded Warrior Call Center Representative is the first contact for inbound calls and provides information and guidance towards applicable resources, benefits, and entitlements to assist Wounded Warriors with their individual needs. WWCC CCRs typically work in shifts supporting operations with manning dictated by anticipated incoming call volume and availability of target population for outreach./ppEssential Duties and Responsibilities:/pulliAnswer all incoming calls and conduct scheduled outreach calls to the supported population./liliProvide text messaging, social media support, e-mail communication, and overall monitoring and response to comments and inquiries./liliConduct interviews and assessments of support requirements with Marines and/or family members./liliProvide information and guidance toward applicable resources, benefits, and entitlements based on assessment of individual needs./liliServe as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed/liliCapture essence of wounded, ill and injured Marines concerns/issues and properly document the information in the Marine Corps Wounded, Ill, and Injured Tracking System (MCWIITS)./liliMaintain confidentiality of callers and protect sensitive information (personal data, medical data)/li/ulpSupervisory Responsibilities: This position has no supervisory responsibilities/ppRequired Qualifications:/pulliMinimum of a High School degree/liliOne (1) year of experience in call center operations or similar field/liliKnowledge of Marine Corps culture/liliStrong interpersonal skills/liliExcellent oral and written communication skills/liliUnderstands the significance of the cultural bond and Marine ethos needed when dealing with Marines/liliKnowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes./liliProficiency in Microsoft Office Suite software and demonstrated ability to use software to prepare management reports and provide information./liliStrong technology skills, as well as ability to navigate multiple computer systems simultaneously./liliStrong data entry/typing skills with a high degree of accuracy./li/ulpPreferred Qualifications:/pulliPrior experience in a similar role with the WWCC./liliFamiliarity with the military-specific community resources/li/ulpOther Requirements:/pulliAbility to successfully complete a pre-employment and government background investigation to include FBI fingerprints./liliThis position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid drivers license, transportation, and auto insurance are required./li/ulpCompetencies:/pulliAbility to work both independently and as part of a team./liliProblem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics./liliCustomer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments./liliInterpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others ideas and tries new things./liliOral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings./liliWritten Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information./li/ulpTime Management Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work./ppPhysical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions./ppWork Environment: The noise level in the work environment is usually quiet. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions./ppZeiders Enterprises, Inc. is an Equal Opportunity Employer Compensation is based on geographic location and experience. Wages are available upon request./ppEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor./p/div