ATP2 is a Minority-Owned, Multi-Disciplined, CVE verified Service-Disabled Veteran-Owned Small Business (SDVOSB) Company. The company was founded in 2007 by a select group of dedicated professionals who came from culturally diverse background - all U.S. military veterans - with over 120 years of collective military service, that includes assignments in some of the most difficult and challenging environments in the world.
Title: Senior Contact Center Agent
This position will work with the Department of Veteran Affairs (VA) Veterans Experience Office (VEO) to provide contact/call center support to our nation’s veterans. This role is responsible for handling escalated calls, nesting new hires, processing time sensitive, high priority cases and software testing. Employees will focus on leading, delivering superior customer service, meeting service level expectations and addressing service recovery issues. This is a remote position but you must be within 50 miles of the Houston, TX VA office – 6900 Almeda Drive, Houston, Texas.
Duties/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.
Required Skills/Abilities:
- Strong service orientation and service recovery skills.
- Excellent verbal and written communication skills with demonstrated good judgment and sense of diplomacy.
- Able to effectively handle multiple assignments in a deadline-sensitive office environment.
- Ability to handle confidential and sensitive information in an appropriate manner.
Education and Experience:
- At least three (3) years of contact/call center experience.
- Strong knowledge of Microsoft Office products and technically savvy.
- Must be able to obtain a Security Clearance.
Physical Requirements:
- Able to sit at a desk and work on a computer for prolonged periods of time.
- Ability to reach, push, pull, lift, and carry at least 15 pounds.
NOTE: All functions of this position are not necessarily described in this description.
ATP2 is an Equal Opportunity Employer. ATP2 does not discriminate based on race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, genetic information, or any other characteristic protected by applicable state or federal laws.
www.atp2llc.com
Job Types: Full-time, Contract
Pay: $18.41 - $20.36 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Evening shift
- Monday to Friday
Ability to Commute:
- Houston, TX 77030 (Required)
Ability to Relocate:
- Houston, TX 77030: Relocate before starting work (Required)
Work Location: Hybrid remote in Houston, TX 77030