Note: The job is a remote job and is open to candidates in USA. VetClaims.ai is hiring Customer Support Representatives to assist veterans with questions, concerns, and service-related needs. The role provides accurate, respectful support through approved communication channels, researches and resolves concerns, documents interactions, and coordinates escalations while protecting confidential information.
Responsibilities
- Respond to veteran questions and concerns through assigned communication channels; provide accurate information and clear next steps
- Listen actively, review available account information, research concerns, and work toward appropriate solutions
- Maintain professional, empathetic communication and use de-escalation skills when needed
- Ability to troubleshoot and problem solve customer issues through multiple systems
- Use communication channels effectively and efficiently
- Document interactions, actions, and follow-ups accurately in approved systems
- Manage assigned calls, tickets, cases, or customer interactions and complete required follow-up
- Maintain composure in stressful situations and interactions with our customers
- Ability to de-escalate upset customers and resolve customer concerns
- Follow instructions and proper case management procedures
- Coordinate with other teams and route or escalate matters beyond assigned authority
- Protect confidential information and follow verification, privacy, security, and company procedures
- Meet applicable quality, attendance, productivity, and training expectations
Skills
- High school diploma or equivalent
- 1+ year of experience in customer service, call centers, administrative support, case management, or related work
- Strong verbal and written communication, active listening, problem-solving, and organizational skills
- Basic computer skills and ability to learn customer support and CRM systems
- Ability to remain professional during difficult conversations and handle sensitive information appropriately
- Ability to work independently, manage competing priorities, and follow established procedures in a remote setting
- ● Access to reliable and secure internet
- Experience supporting veterans or working in veteran-focused services
- Familiarity with CRM, ticketing, phone, or social media support tools
- Experience with complaints, escalations, outreach, or complex customer issues
Benefits
- Remote work.
Company Overview