Call Center Specialist (Remote)

This is a fully remote position

About This Position

• Required: 5+ years of experience
• This position is fully remote
• Required: BA/BS

Ad Hoc is a digital services company that helps the federal government better serve people. Our teams use modern, agile methods to design and engineer government systems that connect Veterans with services, bring affordable health care to millions of people, and support important programs like Head Start. And as we work to make critical government services intuitive, accessible, and human-centered, we’re also changing how the government thinks about and uses technology. If you thrive on change, want to help close the gap between consumer expectations and government services, and can see the possibilities in ambiguity, then we want you here with us.

The Veterans Affairs business unit helps transform the VA into a modern digital services organization where Veteran outcomes are at the center of every effort. We partner with the Office of the Chief Technology Officer - Digital Experience, the Office of Information Technology, Veterans Health Administration and Veterans Benefits Administration to design and deliver seamless user experiences for Veterans, their Families and Caregivers and VA employees. By applying better practices in service design, product management and technology, we enable VA to increase the usage, throughput, quality and reliability of services and decrease the time Veterans spend waiting for outcomes.

What Matters Most

Ad Hoc operates according to our commitment to inclusivity, acceptance, accountability, and humility. We aren’t heroes. We believe in missions larger than our individual selves and leave our egos at the door, learn from our mistakes, and iterate in order to better serve the people in our country. We prioritize building teams that represent the diversity of the people our government serves. We love the challenge of government-size projects. We want to bring skills to federal agencies, help them better meet the needs of their users, and close the gap between consumer expectations and government.

Built for a remote life

Ad Hoc is remote-first and remote-always. We’ve designed our culture, communications, and tools to support a nationwide distributed team since the beginning. Being remote by design allows Ad Hoc to be thoughtful and intentional about creating diverse teams and supporting them with a work environment that fits their lives. With a generous PTO policy and Slack channels for every interest (from bird watching to space nerds to parenting) our culture embraces the things happening in your life. Maybe you need to adjust your schedule to care for your family or take a bike ride. At Ad Hoc, that’s embraced.

What You'll Be Doing

In this role, you will be responsible for handling requests directly from Veterans in regards to their experience on VA.gov that couldn’t be resolved by the VA call centers. You will either be resolving those requests or gathering enough pertinent information to share with the Tier 3 team. You will have a direct impact on Veterans getting access to their benefits, information, and health care. You will also be working hand in hand with government leadership and engineering teams to escalate recurring issues that need to be addressed

Competencies

• Develop and systematize call center management strategy in collaboration with internal stakeholders
• Provide quality customer service and have a functional understanding of product suite supported by the platform
• Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues.
• Participate in the analysis of call center data and insights to increase call center efficiency and suggest methods and tools to improve operations and service
• Investigate escalated issues by reviewing initial support notes and gathering additional information from the customer.
• Update tracking system of incident logs and convey customer feedback to teams responsible for product development.
• Provide updates to key leadership and stakeholders in support of customer experience objectives
• Communicate customer needs and common pain points to inform program decisions
• Help establish work procedures and processes that support program initiatives

Requirements

• Proficient with technical product support
• Bachelor’s degree and a minimum of 5 years of direct/related experience

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