[Remote] Remote Customer Service Representative w/ the VA (Phone/Email/Chat)

Note: The job is a remote job and is open to candidates in USA. Military Spouse Jobs is seeking a Remote Customer Service Representative to provide support primarily to Veterans through various communication channels. The role involves investigating and resolving customer inquiries while maintaining high standards of service and documentation.ResponsibilitiesAnswer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policiesMake outbound calls as necessary based on business needsResolve or escalate customer inquires in a timely mannerEncourage use of electronic communication with customersAccurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) systemFollow SOPs and policiesMaintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveysFollow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of supportUse frequently asked questions (FAQs) and help look up and provide information to inquiriesUtilize departmental knowledge bases and training material to answer customer inquiriesMaintain up-to-date knowledge of policies and procedures as applicableAdhere to published schedule according to attendance guidelinesMay be required to work some weekends and holidaysPerform other duties as assignedSkillsAt least 3 years of customer service or contact center experienceHigh School diploma or GED requiredBe able to read and speak English clearly, professionally and fluentlyListening and human relations skillsHave the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolutionTyping and writing abilities to respond appropriately to changing situationsAbility to work as a team memberDegree preferredBenefitsThis is a W2 position.Equipment is provided.Company OverviewMilitary Spouse Jobs provides employment referral and job placement solutions to military spouses. It was founded in 2010, and is headquartered in Fort Myers, Florida, USA, with a workforce of 51-200 employees. Its website is https://militaryspousejobs.org.