Call Center Staff

Compass Government Solutions (CGS) is a Woman-Owned Small Business dedicated to serving those who have served our nation. We are committed to excellence in everything we do—and that starts with our people. At CGS, we believe our employees are the key to our success.

Compass Government Solutions LLC is seeking Call Center Staff to provide services to Service Members (active duty, reserve components, and National Guard), Coast Guard, Veterans, and their families at The Psychological Health Center of Excellence (PHCoE). In preparation to bid on this contract, we are seeking qualified candidates willing to be included in our proposal as interested and skilled individuals

Job requirements:

• Answer incoming calls, emails, and chat messages in a timely and professional manner.
• Actively listen to Service Members' needs and concerns to understand the root cause of issues.
• Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.
• Troubleshoot and resolve Service Members' complaints and issues efficiently and effectively, escalating complex cases to the appropriate department when necessary.
• Maintain a positive and empathetic demeanor in all Service Members' interactions.
• Accurately document all Service Members' interactions and resolutions in the CRM system.
• Update Service Members' information as needed.
• Maintain a thorough understanding of products, services, and policies.

• Achieve individual and team performance
• Adhere to all policies, procedures, and quality standards.
• Maintain confidentiality of Service Members' information.
• Participate in ongoing training and development programs.
• Collaborate effectively with team members and other departments to ensure seamless service.
• Provide feedback to supervisors on recurring Service Members' issues or process improvements.

• A minimum of one year of experience in a medical/hospital call center
• A minimum of one year of experience in triage, care management, motivational interviewing, and crisis counseling
• Fluent in English and/or Spanish, both oral and written
• Ability to handle inquiries and requests in a courteous and professional manner
• Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns
• Ability to gather information to determine a Service member, Veteran, or family member’s needs, as well as apply problem-solving skills, and resolve the inquiry/request effectively
• Ability to communicate information clearly, accurately, and completely
• Ability to record all pertinent information accurately and efficiently
• Ability to handle crisis and abusive calls in a professional and effective manner
• Ability to control the pace and flow of the inquiry/request and manage call time effectively

Benefits

• Competitive Salary 
• Accrued paid time off 
• Paid Federal Holidays 
• Dental and Vision Plans 
• 401(k) Plan

EOE AA M/F/Vet/Disability

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.