Military Onesource Call Center Support Navigator – Customer Excellence (Remote)

Description

The MVHS Group at Leidos currently has an opening for a Support Navigator to support service members and their families. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.

The Support Navigator provides the critical link to ensure program participants receive vitally important resources and support, toward military readiness and family well-being. Support Navigators are responsible for ensuring wrap-around follow up to program participants via phone and email. These positions are responsible for guaranteeing participants who requested non-medical counseling services have secured a timely appointment with a network provider. The Support Navigator acts as a liaison between internal departments, external resources, and network providers. The Support Navigator provides excellent customer service to stakeholders and participants by providing white glove, personal connections to important information and resources. Candidates shall possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life as well as maintain the highest degree of confidentiality, sensitivity, compassion, and respect for service members and their families.

The Military One Source job postings are in anticipation of future work.

Primary Responsibilities

• Gathers participant feedback and assess participant satisfaction.
• Ability to identify high risk cases, deescalate with professionalism and makes referrals as appropriate.
• Maintains training requirements.
• Processes administrative tasks and documents participant interactions and activities into case management system.
• Navigates resources, resolves participant concerns, and provides administrative support to call center.
• This is a customer service role supporting a 24/7 Call Center using telephonic and chat-based platforms to meet ensure participant satisfaction and appropriate linkages with resources and services.
• Takes on other duties and special projects, as requested, based on business needs.

Basic Qualifications

• Must possess strong customer service skills, knowledge of call center operations.
• Must be U.S. citizens and must speak fluent English.
• Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems
• Ability to multi-task in fast passed environment
• Must have an Associates or Bachelor’s degree from an accredited university.
• Strong typing and electronic documentation/research skills
• Pass a criminal history background and fingerprinting checks.

Preferred Qualifications

• Military spouse or family member or experience in military community highly desirable

Pay Range:

Pay Range $36,400.00 - $56,000.00 - $75,600.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote