Lead Contact Representative

Duties include but are not limited to: Receives telephone calls from and/or generate telephone calls to Veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution. Handles escalated calls when initial attempts to resolve the caller's inquiry is unsuccessful due to the level of the customer's emotion and/or dissatisfaction with the response received. Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance as well as other various personnel needs. Gives on the job training to new employees in accordance with established procedures, policies, directives, etc. and obtain needed information or decisions from supervisor when appropriate. Performs timekeeping duties for the organization. Ensures accurate and timely recording of employee timecards. Closely monitors the status and progress of work and make day-to-day adjustments in accordance with established priorities. Work Schedule: Full-time (day shift), 8 hour tours varying between 7:00 a.m. - 7:00 p.m. EST ; Weekends and Holidays included. Since the Contact Center operates 24 hours a day and 7 days per week, the work schedule/tour of duty is subject to change to include evening or overnight hours. Telework: Not Applicable, this is a remote position. Remote: This is a remote position Position Description/PD#: PD19447A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required