The VEOCC Agent serves as the first point of contact for Veterans, their families, caregivers, and other stakeholders. Agents provide courteous, accurate, and empathetic assistance using approved resources and tools to answer questions, resolve inquiries, and ensure each caller receives a positive experience.
Agents use a combination of knowledge management systems, telephony software, and customer relationship management (CRM) tools to document calls, locate accurate information, and route inquiries when necessary.
This position is ideal for individuals who are compassionate, detail-oriented, and thrive in a service-focused, fast-paced environment supporting our nation’s Veterans.
Responsibilities
- Use the knowledge management tool (currently Salesforce) to locate approved guidance and procedures to assist callers.
- Capture and identify the incoming phone line from telephony software.
- Deliver the appropriate call greeting for each phone line and demonstrate professionalism throughout the interaction.
- Show empathy, practice active listening, and use probing questions to understand the caller’s needs.
- Provide accurate information or take the appropriate action based on established procedures.
- Accurately document case notes in the CRM tool, including who, what, when, where, why, and how.
- Verify caller identity and protect customer privacy in accordance with VA and company policy.
- Triage calls to determine whether to resolve, route, or refer to a VA specialist.
- Escalate calls appropriately and collect all necessary information for escalation.
- Provide tele-interpreter support for non-English-speaking callers when required.
- Conduct warm transfers to designated VA departments, including the Veterans Crisis Line, National Call Center for Homeless Veterans, VBA Education and Benefits Call Centers, VHA Health Benefits and Enrollment, and the National Cemetery Administration.
- Perform service recovery or de-escalation when needed to ensure caller satisfaction.
- End each call using approved closing procedures.
- Participate in ongoing training, quality monitoring, and team collaboration to continuously improve service delivery.
- Schedule: Full-time in a 24/7/365 contact center (including holidays); shifts provided 5–6 weeks in advance.
Job Type: Full-time
Pay: $17.75
Benefits:
- Earn $5.09 per hour toward benefits.
- 401(k)
- Health, Dental, and Vision Insurance
- Life Insurance
- Paid Time Off
- Paid Sick Time
- 11 Paid Holidays
- Employee Discounts
Basic Qualifications
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Call center or customer service experience preferred.
- Strong communication, listening, and problem-solving skills.
- Ability to type 30–40 words per minute with accurate grammar and sentence structure.
- Skilled at multitasking across multiple applications and maintaining focus in a remote environment.
- Proficiency in Windows, Microsoft Office, VPN, email, and messaging tools (e.g., Teams).
- Ability to navigate websites such as VA.gov and use standard computer hardware and peripherals.
- Strong attention to detail and time management skills.
- Ability to maintain confidentiality and adhere to FDCPA, UDAAP, Privacy Act, and TCPA regulations.
Preferred Skills
- Experience in a Veterans Affairs or federal government contact center.
- Prior experience with Salesforce, CRM tools, or case management systems.
- Demonstrated ability to de-escalate or manage difficult conversations with professionalism.
- Commitment to accuracy, empathy, and continuous learning.
Why Steel River Systems?
- Be part of a mission-driven, Service-Disabled Veteran-Owned Small Business making a real impact.
- Opportunity to support Veterans and their families through high-quality, compassionate service.
- Competitive salary and comprehensive benefits package.
- A collaborative, supportive environment focused on professional growth and development.
Position contingent on contract award.
