Full-Time Tier 1 Customer Service Support Specialists

TDB Communications is seeking Full-Time Tier 1 Customer Service Support Specialists (CSRI) to join our experienced and professional team onsite in Columbia, SC. The Customer Service Support Specialist will assist and engage with Veterans, their beneficiaries, caregivers, survivors, and advocates to recover the damage done from a prior poor customer experience. If you are able and willing to provide World Class Customer Service for our Veterans that sacrificed everything for our freedom, please apply today!!!

New Hire Training

* To prepare you for this role, TDB/VA Leaders will provide extensive and knowledgeable paid training for up to 2-3 weeks.

* Current New Hire Training Scheduled is: 9:00am - 5:30pm EST Mon-Fri

Hours of Operations after New Hire Training

* Schedules will be provided once you complete new hire training and will align to an operations schedule that best fits the business and projects' needs.

o Schedules will vary between the hours of 6:30 am - 10:30 pm EST with SAT/SUN off.

o Candidates must be flexible with all schedules and be able to work weekends and holidays if necessary.

* **Please note that all schedules are subject to change due to business needs.

Pay and Benefits:

* Base rate: $18.00 per hour

* Medical, Dental, and Vision benefits available

* 401(k) available with company match

* Paid holidays

* PTO

What you will be doing:

* Use provided knowledge management tools to locate processes or information needed to assist the customer.

* Capture and answer the incoming phone call from the customer.

* Use appropriate professional call flows, greetings and customer service queues for all incoming phone calls by:

o Engaging in active listening with the customer and working towards a solution together.

o Apologizing for any issues and showing empathy for our customers' concerns.

o Expressing gratitude for letting you know about the situation or problem.

o Obtaining relevant information from the caller that will assist you in the correct or needed resolution.

o Using established procedures and techniques that you have been trained on to ask probing or clarifying questions to get to the root cause of the issue.

o Thanking the Veteran for their services on every call or contact.

* Employees will utilize our Customer Relationship Management (CRM) Tool to document, leave notes and record all calls and interactions with callers.

* Triage level of solution necessary to address customer's need.

* Make informed and educated decisions to determine if the customer needs can be met during the call, if immediate referral to the right VA specialist is warranted, or if intake and routing electronically is appropriate.

* Protect the privacy and security of customers and release information only to authorized personnel by verifying callers.

* Responsible for other operational activities as they are identified and delegated.

Education and Requirements:

* High School Diploma/GED

o Must have at least 1 year of Call Center experience.

* Must provide world-class customer service experience.

* Must have working knowledge of e-mail, internet, and computer systems.

* Ability to communicate with applicants/recipients, and family members with empathy, while always retaining professional composure.

* Team-oriented, professional

o It's highly preferred that candidates possess knowledge of health care, managed care, and health and human services.

o Experience working with Veterans or VA projects is highly preferred

* Ability to work weekends if applicable

About TDB

TDB Communications, Inc. is an 8(a)-minority-owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Screening Requirements for Employment Opportunity

As part of our selection process for this position, you will receive requests for a background check and possibly a drug screen. It is crucial that you respond promptly to these requests, as we aim to fill our vacancies swiftly. Please be aware that non-responses may lead to disqualification from this employment opportunity.

* Please note that employment in this role is contingent upon the successful completion of a background check.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.