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 fulltime, remote positions that support 24/7 contact center operations with multiple shifts available.

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

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

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

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 recruiting@thebowengroup.com

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 accommodation will be discarded.

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