Job Description

Job Title: Customer Care Representative

Zeiders is an industry leader in military and family support. Our company's 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.

- This is a contingent opportunity and would begin work upon the contract award.

The 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.

The 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.

Essential Duties and Responsibilities

• Answer all incoming calls and conduct scheduled outreach calls to the supported population.
• Provide text messaging, social media support, e-mail communication, and overall monitoring and response to comments and inquiries.
• Conduct interviews and assessments of support requirements with Marines and/or family members.
• Provide information and guidance toward applicable resources, benefits, and entitlements based on assessment of individual needs.
• Serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed
• Capture 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).
• Maintain confidentiality of callers and protect sensitive information (personal data, medical data)

Supervisory Responsibilities

This position has no supervisory responsibilities

Required Qualifications

• Minimum of a High School degree
• One (1) year of experience in call center operations or similar field
• Knowledge of Marine Corps culture
• Strong interpersonal skills
• Excellent oral and written communication skills
• Understands the significance of the cultural bond and Marine ethos needed when dealing with Marines
• Knowledge and understanding of the range of support resources and benefits available to Wounded Warriors, including general eligibility and access processes.
• Proficiency in Microsoft Office Suite software and demonstrated ability to use software to prepare management reports and provide information.
• Strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
• Strong data entry/typing skills with a high degree of accuracy.

Preferred Qualifications

• Prior experience in a similar role with the WWCC.
• Familiarity with the military-specific community resources

Other Requirements

• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.
• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.
• Problem 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.
• Customer 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.
• Interpersonal 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.
• Oral 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.
• Written 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.

Time Management – Effectively prioritizes tasks, manages workload, and meets deadlines while maintaining accuracy and quality of work.

Physical 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.

Work 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.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Compensation is based on geographic location and experience. Wages are available upon request.