Position Description

Looking for a fast paced and challenging opportunity? The Senior Call Center Agent will be part of a dynamic team supporting customers with veteran's benefits claims. Bring your expertise and collaborative skills to make an impact on Veteran's in need of assistance!

As a Senior Call Center Agent, you can expect to:

• 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.

Qualifications

To be successful in this role you will have:

• 3 years of contact center agent experience.

• Proficiency within the Microsoft Suiteand Workforce Management Software.

• Flexibility to cover operational hours for the Call Center (24/7).

Candidates must be located within 50 miles of Cleveland, OH.

Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.

If you are interested in supporting and working with our customers and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Click here to apply now (https://careers-sercous.icims.com/jobs/64761/senior-call-center-agent/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)

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ID 64761

Recruiting Location : Location US-OH-Euclid

Category Operations Management

Position Type Full-Time

Security Clearance NACI

Telework Yes - May Consider Full Time Teleworking for this position