Compass Government Solutions LLC is seeking dedicated Call Center Staff to provide high-quality support to Service Members (active duty, reserve components, and National Guard), Coast Guard personnel, Veterans, and their families. In this role, you will be the first point of contact for those seeking guidance, answering calls, emails, and chats while delivering accurate information, resolving concerns, and ensuring a positive and empathetic experience. As we prepare to submit our proposal for this contract, we are inviting qualified and skilled professionals to be considered for inclusion as valued members of our team, helping us make a meaningful impact on the lives of those who serve.
Job Duties:Answer incoming calls, emails, and chat messages in a timely and professional manner.Actively listen to Service Members' needs and concerns to understand the root cause of issues.Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.Troubleshoot and resolve Service Members' complaints and issues efficiently and effectively, escalating complex cases to the appropriate department when necessary.Maintain a positive and empathetic demeanor in all Service Members' interactions.Accurately document all Service Members' interactions and resolutions in the CRM system.Update Service Members' information as needed.Maintain a thorough understanding of products, services, and policies.Achieve individual and team performanceAdhere to all policies, procedures, and quality standards.Maintain confidentiality of Service Members' information.Participate in ongoing training and development programs.Collaborate effectively with team members and other departments to ensure seamless service.Provide feedback to supervisors on recurring Service Members' issues or process improvements.