Call Center Senior Agent

Mahalo for your interest in this role! Please see the full position description below and click Start Your Application when ready. For more information about DAWSON, please visit dawsonohana.com.

Summary: This position's purpose is to provide support services to the Veterans Benefits Administration by servicing veterans calls related to benefits offered by the VBA. The location of this work will be within a 50 miles radius of a VA facility that can provide on-site technology Support. Sites can be located by visiting https://www.va.gov/find-locations

Job Description:

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  Handle calls on the supervisor escalation queue and overflow calls

  
  

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  Provide service recovery when caller expresses dissatisfaction

  
  
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  De-escalate aggravated callers

  
  
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  Handle calls in the Veterans First Queue for frequent and/or disruptive callers

  
  
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  Coordinate and handle nesting, and coaching responsibilities with new agents

  
  
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  Enter exceptions for agents in Workforce Management software

  
  
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  Manage Acceptance Testing for Customer Relationship Management

  
  
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  Approve urgent, time sensitive and high priority cases

  
  
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  Troubleshoot basic agent technology issues

  
  
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  Advise supervisor on team performance

  
  
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  Participate in call calibration activities

  
  

Qualifications:

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  Grammar/sentence structure

  
  
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  Knowledge retention

  
  
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  Time management

  
  
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  Problem solving

  
  
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  Use of multiple applications simultaneously and ability to switch between applications

  
  
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  Basic understanding of Windows and Office applications

  
  
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  Understanding of Virtual Private Network and remote log in

  
  
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  Ability to use computer equipment (keyboard, mouse, monitor(s), docking station, headsets, and volume controls)

  
  
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  Ability to use files and folders to name, save, and retrieve information

  
  
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  Ability to send/receive emails, open and add attachments, and encrypt messages

  
  
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  Ability to use messaging applications (e.g., Teams) to communicate/share screen

  
  
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  Ability to navigate websites (e.g., VA.gov)

  
  
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  Other basic computer skills as required to complete daily tasks

  
  
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  Call center work experience is preferred

  
  
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  Active listening and speaking

  
  

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  Data entry (word processing skills of minimum 30-40 words per minute)

  
  
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  2-3 Years of previous call center experience preferred

  
  

*Position is Contingent Upon Award

DAWSON is an Equal Opportunity/Affirmative Action/VEVRAA federal contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

DAWSON offers a best-in-class benefits program including medical, dental, and vision insurance; a 401(k) program with employer match; paid vacation and sick leave; employer-paid basic life and AD&D insurance; an Employee Assistance Program; and a flexible work environment. Additionally, employees can choose from several voluntary benefits including critical illness coverage; accident insurance; identity theft coverage; pet insurance, and more.

DAWSON gives preference to internal candidates. If no internal candidate meets our qualifications, external candidates will be given consideration.