Customer Service Supervisor Jobs

Level up in your career and support the military community at The Bowen Group!

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.

Although this position is virtual, the incumbent must be located in the DC metro area.

The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA's complaint management program. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.

Core Functions

• Field escalated calls from CSRs and overflow calls from agent queues
• Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
• Prepare well-defined case notes for field escalated calls received from CSRs
• Ask appropriate probing questions to clarify complex or vague requests
• Review CSR call volume reports to evaluate productivity
• Review reports, case notes, and rosters submitted by CSRs
• Monitor CSR work performance and production and manage service quality through daily observations
• Perform a supervisory review of cases
• Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
• Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
• Determine most appropriate course of action and/or identify alternatives in resolving issues
• Review CSR call volume reports to evaluate productivity
• All other job-related duties as assigned

Industry Knowledge

• Knowledge of military benefits, resources, and services.
• Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
• Understanding, sensitivity, and empathy for Veterans and their family members.
• Previous military experience (including military spouses, family and/or as a service provided

Customer Service

Engage, support and collaborate with other members of the team, the company and the customer. Present and relay available services and resources to meet customer needs. Track progress of projects and follow up as needed.

Communications

Express and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Strategically engage with the speaker or listener to formulate and suggest executable solutions.

Research and Analysis

Conduct studies and evaluations related to the tasking. Design and implement systems and procedures for analysis and verification. Seek or develop guidance from customer insight and manager directives, and leverage professional judgment and subject matter expertise.

Education And Work Experience

• Work Experience: Four (4) years experience in a contact center environment; One (1) year of supervisory experience
• Education: High School Diploma or equivalent

Additional Requirements

• Must be a U.S. citizen.

Benefits

• 401(k) +Employer Match
• Generous vacation and holiday leave
• Short-term and long-term disability
• Health, dental and vision insurance
• Group Life insurance

The Bowen Group provides support to federal government clients. Some of these clients may require our employees to be fully vaccinated for COVID-19. Therefore, by applying for this position, you understand that you may be required to disclose your vaccination status as a condition of employment.

The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at [email protected]

Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting an accommodation will be discarded.

The Bowen Group participates in the E-Verify program as required by law. Learn more about the E-Verify program.