SENIOR Call Center Agent - Remote West Virginia (50 Miles) of the Martinsburg WV Medical Center or a

Other Jobs To Apply

No other job posts for this day.

SENIOR Call Center Agent - Remote West Virginia (50 Miles) of the Martinsburg WV Medical Center or any other VA Hospital Note: "VA Medical Center" VAMC is another name for a VA Hospital, and VA CLINICS do not qualify as valid VAMC locations for this work. SENIORAgentWVind@pitonscience.com is specifically for positions where the employee will need to work from home in West Virginia within 50 miles of the Martinsburg WV Medical Center, and if optionally used desired with a note in the email may be used for locations within 50 miles of any VA Hospital. To aid in the promptness of the reply please be sure to include the words Senior Agent in the email subject if the above Piton email address is used. ---------------------------------- SENIOR Call Center Agent Responsibilities: • Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources. • Provide service recovery when caller expresses dissatisfaction with the interaction with agent. • De-escalate aggravated callers when warranted. • Handle calls in the Veterans First Queue for callers identified as frequent and/or disruptive. • Provide 1:1 training as time permits. • Coordinate and handle nesting, and coaching responsibilities with new agents. • Enter exceptions for agents in WFM software, with supervisor approval. • User Acceptance Testing (UAT) for CRM and other software releases. • Approve urgent, time sensitive and high priority (Priority 1 and Priority 1 Other) cases. • Troubleshooting basic agent technology issues. • Advise supervisor on team performance. • Participate in call calibration activities. ---------------------------------- SENIOR Call Center Agent Qualification and Submission Requirements overview: The minimum longevity requirement for experience includes both: · 2 years of Call Center Senior Agent prior experience, and · 2 years of Call Center Agent Experience. Note: The responsibilities of the prior Call Center Senior Agent and Call Center Agent prior positions must have similar responsibilities as those of the corresponding VA positions in order to receive equivalency credit to meet the longevity requirement. Note: The similarities between the prior qualifying positions and the requirements of the corresponding VA position must be documented in writing in bullets for the prior position so that a government reviewer will be able to identify the similarity and to concur the experience requirement has been met. Note: In order to facilitate the government concurrence review, we are using a customized resume format for the applicant to create a resume which is focused on the synchronization of the prior positions with the VA position requirements. It will not be possible to be considered for a position without the submission of a focused resume form. Note: The focused resume form and submission instructions will be provided in an email reply to your initial application. If your personal email is provided with your initial application the form will be sent both via Indeed and also to your personal email address. The two prior years of Call Center Agent experience must be similar to the responsibilities of the VA Call Center Agent requirements. The two prior years of SENIOR Call Center Agent experience must be similar to the responsibilities of the VA Call Center Senior Agent requirements. ---------------------------------- Requirement for a Government performed security investigation: The government will perform a security investigation which includes fingerprints and the investigation level requires U.S. citizenship. ---------------------------------- Prerequisite of an Existing Wired Internet Connection: A prerequisite for employment is the existence of a wire internet connection in your house. The internet connection will not be paid by the contract. The government will test the performance of the internet connection before the prospective employee will be permitted to begin working on the contract. Please do not apply if your circumstances are such that you at your own expense will not have a preexisting wired capable internet connection to which a government computer may be connected at your home remote work location within 50 miles of the medical center. Job Type: Full-time Application Question(s): • Do you have VA call center experience? • Do you have healthcare call center experience? • Do you have call center Senior Agent experience? Work Location: Remote Apply tot his job

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...