Customer Service Representative
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Job Description
Remote customer service representative supporting Revelations’ inTransition call center for veterans and service members. Connecting callers with psychological healthcare during provider or location transitions.
Responsibilities:
- Provide 24/7/365 call support through the inTransition program
- Assist transitioning service members and veterans receiving psychological health care to find care at a new destination, with a new provider, or to initiate care
- Support Active-Duty Service Members, Reserve Component Service Members, National Guard, Coast Guard, Veterans, and their families
- Handle inquiries and requests courteously and professionally
- Gather information, determine needs, apply problem-solving skills, and resolve inquiries effectively
- Communicate information clearly, accurately, and completely
- Accurately and efficiently record pertinent information
- Handle crisis and abusive calls professionally and effectively
- Work in a fast-paced, high-volume, high-stress environment while managing changing priorities
- Perform extensive computer-based work, including prolonged sitting and possible headset use
Requirements:
- A minimum of one year of experience in a medical/hospital call center
- A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling
- Fluent in English and/or Spanish, both oral and written
- Ability to handle inquiries and requests in a courteous and professional manner
- Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns
- Ability to gather information to determine a Service member, Veteran, or family member’s needs, apply problem-solving skills, and resolve inquiries/requests effectively
- Ability to communicate information clearly, accurately, and completely
- Ability to record all pertinent information accurately and efficiently
- Ability to handle crisis and abusive calls professionally and effectively
- Preferred: High School Diploma or equivalent
- Preferred: Experience working with those in the Veteran community
- Preferred: Ability to work under pressure
- Preferred: Ability to handle multiple tasks simultaneously
- Ability to cover any work shift as required
- Proficient data entry skills
- Ability to resolve problems involving complex concepts, policies, and procedures
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