Affairs and Denver Logistics Center. at Golden, CO. (Monday to Friday 8-hour shifts worked between the hours of operation 6:00am to 6:00pm. SUMMARY: DLC operates a national supply program that directly supports over 1.9 million disabled Veterans, 21 Veteran Integrated Service Networks, 153 hospitals, 780 community-based outpatient clinics, 156 nursing homes,103 domiciliary units, and 13 blind rehabilitation centers.
The Leads are regarded as the expert source of information for different models of hearing aids, different types and sizes of batteries, prosthetic socks, orthotic softgoods, and apnea and telehealth equipment in understanding the DLC programs and processing procedures. Leads
will have a mastery of diverse communication styles, to include professional writing and formatting, as well as managing the preparation of materials that convey complex technical program information directed to audiences with varying levels of comprehension and interests.
A working knowledge of procedures, rules, and processes that exist in other VA service organizations in order to refer Veterans to appropriate VA business lines. Considerable training experience including practical application. Ability to constructively handle customer service-related conflict and problem resolution in a professional and appropriate manner. Main responsibilities and duties include, but are not limited
to: Provide guidance and advise Agents on standards and protocols of the call center.
Assist with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns. Provide resolution for simple and informal complaints received from Veterans, VHA Clinicians, and DLC employees. Refers more complex issues and concerns to the on-site Supervisor. Provide instructions to Agents regarding proper phone etiquette - messaging, transfers, online ordering instructions, interpreting software screens. Ensure proper ordering procedures using ROES and Veterans Health Information Systems Technology and Architecture (Vist A), including Telehealth orders, items and registration.
Observe correct Shipping and receiving procedures, and follow all procedures for managing lost and/or damaged items. Supervise credit card processing, implement correct Pay. Gov procedures and timelines. Leads will be responsible for taking inbound calls, as well as delivering initial, new, and refresher training content to all contracted Agents. QUALIFICATIONS, SKILLS AND REQUIREMENTS High school or GED diploma. Higher education/technical training preferred. A minimum of one year of experience and knowledge with training or leading customer service staff to perform daily tasks in support of business operations, through knowledge of team processes and have knowledge and skills with managing complaints providing resolution, working with management, and monitoring daily workloads.
Intermediate to advanced knowledge and skills using of standard office equipment and ability to operate standard telephone systems, MS Office Suite (Word, Excel, Share Point, Outlook) Proficiency in 10-key date entry via keyboard Ability to type a minimum of 40 WPM (computer keyboard) Ability to effectively listen and communicate verbally with people on the telephone.
This includes the skill to conduct telephone interviews that produce the necessary exchange of information needed by VA DLC to backss the customer needs, provide requested information and resolve customers' problems/needs in a satisfactory manner. Ability to convey any information accurately, fully, and clearly about DLC inventories, which are of interest to the caller or make a proper referral when the information or service requested can be better provided by a different organization or agency. This requires a strong skill set in both verbal and written communications.
Professional demeanor and compliance with DLC's code of conduct and dress code. WE OFFER Competitive salary Comprehensive Health & Welfare Benefits, including health, dental, vision, 401k, life, short- and long-term disability, other ancillary benefits. Vacations, holidays and sick leave Come join our team! A minority owned, Service-Disabled Veteran Owned Small Business (SDVOSB), Small Disadvantaged Business (SDB) - ISO 9001:2015 and ISO 20000-1:2011 Certified. Member of the Military Spouse Employment Partnership - Department of Defense Certified Employer - Virginia Values Veterans Program - Commonwealth of Virginia Discover the Talent Program - Hire our Heroes - US Chamber of Commerce Foundation We invite our Veteran and Military Spouses to self-identify during the application and recruitment process.
Must be able to pass a US government security investigation Job Posted by Applicant Pro
