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Call Center Specialist

TAD PGS, INC.
is currently seeking an Call Center Specialist, Service to the Armed Forces for one of our clients in Fort Sill, OK.
Per government sector, candidate must be a U.
S.
Citizen.
Responsibilities:
Interviews callers and coordinates requests for service to include recording all client information in the case management system; determining eligibility for client services; assessing client needs; and providing appropriate services to clients.
Performs outbound activities including obtaining verifications, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service.
Understands and applies client and Service to Armed Forces (SAF) policies consistently and correctly.
Compose and deliver emergency communication messages to domestic and overseas locations.
Sends messages for delivery to deployment locations and ships at sea using military networks Performs other duties as assigned by management.
Scope:
Operate under general guidelines from the SAF Center Supervisor.
Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.
Qualifications:
Bachelor's degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human/social services, customer or client services, call center or other types of experience with customer/client contact is required.
Minimum of 1 year experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required.
Demonstrated ability to treat people with respect under all circumstances and instill trust in others while upholding the values and principles of the client.
Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity Ability to type 40 words per minute and to create grammatically correct responses without spelling errors.
Must have casework skills or experience in the delivery of social or casework services.
Demonstrably strong computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications.
Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database.
Preferred:
Knowledge of casework, counseling, social work or other related field; familiarity with military culture, regulations and protocol; bi-lingual in Spanish or another language Essential Functions/Physical Requirements:
The duties are representative of the essential functions of the position.
Physical requirements are those present in normal office environment conditions.
Operational flexibility is required to meet sudden and unpredictable needs.
Some local and non-local business travel may be required.
Considered essential personnel.


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