AWP After-Hours Call Center Representative

PRINCIPLE CHOICE SOLUTIONSAWP After-Hours Call Center RepresentativePOSITION PURPOSEThe Associate will answer incoming calls from Veterans, Families, and caregivers who require after hours assistance from America’s Warrior Partnership ensuring caller satisfaction.ORGANIZATIONThis position reports to the designated Operations Manager for Principle Choice SolutionsEssential FunctionsOvernight / Evening Shifts - including HolidaysSchedule could be as follows:Sunday, Monday, Wednesday, Thursday 12:30am – 7:00am cstFriday 4pm - 10:30pm, Saturday, Sunday 2p-10:30p cstThis is a Work From Home PositionAnswer incoming after-hours calls with empathy, professionalism, and a veteran-centric mindsetConduct thorough intake conversations to identify callers’ needs and determine appropriate next steps. De-escalate stressful or emotionally charged situations using trauma-informed techniquesProvide immediate guidance or reassurance while coordinating follow-up actions with daytime case coordinators. Accurately summarize and document callers’ needs into the intake form to ensure continuity of care and seamless handoff to case coordinators for timely follow-up actionsUtilize internal and external provided systemsMaintain access for all required systems, as assignedActs as an effective team memberOther duties as assignedKnowledge & ExperienceHigh School Diploma or GED requiredRequired completion of The Fire Watch training certification, including any additional required training, modules, or certificationsPreferred 1-2 years' experience in customer service, with a focus in social services, crisis response, veteran services, or a related fieldGeneral office skills and knowledge of standard office equipmentWorking knowledge of software such as Excel, Word, Outlook and Microsoft TeamsData entry and 10 key experience necessaryExcellent verbal and written communication skillsPersonal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high valueMust be a U.S. citizen; work sponsorship is not availableGeneral Areas of AccountabilityMust conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the companyPerformance & Quality Standards Perform all duties in accordance with established performance expectations, quality standards, and service level requirements, including meeting or exceeding all applicable performance standards and Key Performance Indicators (KPIs) as defined by Principle Choice Solutions. Failure to consistently meet these expectations may result in coaching, corrective action, or other employment actions in accordance with company policy.Security And Confidentiality RequirementsNACi or higher-level security clearance to support government (Dod, VA, ect.) assignments may be required. Due to the after-hours nature of this role, Associates must comply with all Principle Choice Solutions security, confidentiality, and privacy requirements, including HIPAA standards, and ensure their work environment meets all security and privacy standards during assigned shifts, including evenings, nights, weekends, and holidays to protect sensitive information during after-hours operations.MACHINES & EQUIPMENTThe incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.Physical RequirementsMust be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.WORKING CONDITIONSThe incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.We will never ask applicants to send money, cash checks, purchase equipment, or provide payment information during the hiring or onboarding process. If you receive such a request from someone claiming to represent our company, it is fraudulent. Please report suspicious messages to HR@principlechoice.comPowered by JazzHRLJih5kwztT