Customer Service Representative

Position Overview

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center, serving as a primary point of contact for Veterans calling about their VA Medical Disability Examination (MDE) – also known as a Compensation and Pension (C&P) exam.  In this role, the CSR primarily handles inbound calls (and may support other channels such as email and chat) to schedule and reschedule appointments, provide general assistance related to the program process and Veteran-facing portal, and resolve or appropriately escalate inquiries in accordance with established guidelines and policies. The CSR uses required systems—including telephone platforms, internal/external websites, and a case management/Customer Relationship Management (CRM) system—to document interactions and complete transactions accurately, courteously, and on time.

Key Responsibilities (Essential Functions)

• Answer inbound calls in a courteous, timely, and professional manner, following established guidelines and policies.
• Schedule and reschedule C&P exam appointments, confirming required details and next steps.
• Provide general support related to the program process and navigation of the Veteran-facing portal.
• Make outbound calls as needed (e.g., follow-ups, confirmations, information verification).
• Investigate, resolve, or escalate inquiries within required timeframes using the established escalation process.
• Accurately document interactions in the CRM/case management system (e.g., notes, dispositions, and supporting details).
• Follow Standard Operating Procedures (SOPs), policies, privacy expectations, and quality standards for each interaction.
• Use approved resources (e.g., knowledge base, FAQs, training materials) to research and provide accurate information.
• Maintain up-to-date knowledge of process changes, policy updates, and workflow modifications.
• Adhere to assigned work schedule and attendance requirements; may be required to work weekends and holidays.
• Perform other duties as assigned to support Contact Center operations.

Required Qualifications

• Education: High school diploma or GED required (associate’s degree preferred).
• Experience: 2–3 years of customer service, preferably in a contact center.
• Language: Ability to read and speak English clearly, professionally, and fluently.

Required Skills & Abilities

• Strong customer service, empathy, and de-escalation skills.
• Ability to multi-task across phone and computer systems while maintaining accuracy.
• Clear verbal communication, strong typing, and thorough documentation skills.
• Strong attention to detail and ability to follow structured workflows and escalation paths.
• Adaptability to changing priorities, processes, and guidance.
• Ability to incorporate coaching and feedback.
• Proficiency in Microsoft Office Teams and Outlook.
• Basic computer literacy and ability to troubleshoot common technical issues like internet connectivity, browser issues, or password resets.

Quality & Performance Expectations

• Meet established quality, compliance, and documentation standards.
• Demonstrate professionalism and confidentiality while supporting Veterans.