Contact Representative

Cut-off Date: This announcement will remain open until the closing date, 05/14/2026. The cut-off date is Monday, May 11, 2026. The cut-off date will be used to evaluate candidates for the initial available vacancies. Applications received after the initial cut-off date (5/11/2026) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in the order they applied by date (e.g., the 2nd cut-off date will be 5/12/2026, and the 3rd cut-off date will be 5/13/2026). Duties include, but are not limited to: Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution. The services provided involve a broad range of topics that directly impact all three administrations with Veterans Affairs. The representative must ask clarifying and probing questions to capture the root cause of the customer's needs and ensure that the primary issue of the customer is identified as well as determine any other concerns or issues that may or may not be related. Controls the conversation, in a courteous, empathetic, tactful, and respectful manner, to ensure that the caller's inquiry is resolved timely. Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution. Determines the appropriate VA services to meet the specific needs of customers. Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs. Interprets case resolution and feedback from various VA agencies for the customer. Triages cases that need immediate attention and alerts key stakeholders as needed. Maintains professionalism and controls the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls. Asks appropriate and probing questions to identify complex or vague requests for VA services. Accurately records details of calls and other service requests in a limited time frame. Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment. Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, United States Secret Service or to any higher-level VA staff. Respect the right of privacy and maintain confidentiality of callers. Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer. Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship. Determines most appropriate action or identifies alternative in resolving issue(s) interpretation and analysis of information contained within the knowledge management platform and several other resources. Utilizes resources through VA websites, Knowledge articles and wide variety of other applicable resources as needed Communicates with internal and external key contributors through Microsoft Outlook, Skype messaging system, Chatter groups located in the Customer Relationship Management system. Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions to provide details of work-related activities. Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance. Work Schedule: Full-time (day shift), 8 hour tours varying between 7:00 a.m. - 7:00 p.m. EST ; Weekends and Holidays included. Compressed/Flexible: No Available Telework: Not Applicable, this is a remote position. Remote: This is a remote position Position Description/PD#: PD19445A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required