Contact Center Agent

ITCON Services is seeking to hire seasoned Contact Center Agents to build a pipeline for upcoming work with the Veterans Experience Office (VEO). We’re seeking outside-the-box thinkers who are technically skilled and customer focused. Our people are our most valuable resource, and we're always looking for technically talented, bright, and passionate problem-solvers to join our team. Are you excited about joining a company that is focused on team dynamics to drive growth? Join us at ITCON as we expand our team! 

Are you looking for a career with meaning and purpose while also supporting our nation's heroes? ITCON Services is looking for dedicated and empathetic individuals to join our team. Agents will provide frontline customer support to Veterans, their families, and other stakeholders by answering inquiries, resolving issues, and facilitating referrals to appropriate VA resources. Agents utilize knowledge management (KM) and customer relationship management (CRM) tools to deliver accurate information, document interactions, and ensure a positive customer experience. This role requires empathy, active listening, adherence to established procedures, and the ability to manage calls with professionalism and care.

The Contact Center Agent's key responsibilities will include:

Use the Knowledge Management (KM) tool (currently Salesforce; subject to change) to locate processes and information needed to assist customers.

Capture incoming phone numbers from telephony software and respond using the designated greeting for the identified phone line.

Demonstrate empathy and active listening by apologizing when appropriate, expressing gratitude, and clarifying customer needs through probing questions.

Provide accurate information or take appropriate action based on established procedures and customer input.

Document each interaction in the CRM system with complete case notes (who, what, when, why, where, and how).

Confirm understanding of customer needs by repeating back key information.

Triage calls to determine the appropriate level of support, whether resolving during the call, routing electronically, or referring to the appropriate VA specialist.

Verify customer identity and protect privacy by releasing information only to authorized individuals with a valid need to know.

Escalate calls appropriately by collecting required information and following established procedures.

Provide tele-interpreter services for customers needing language assistance.

Warm transfer calls when appropriate to designated VA resources, including but not limited to: Veterans Crisis Line, National Call Center for Homeless Veterans, VBA Education Call Center, VBA National Call Center, VHA Health Benefits and Eligibility, National Cemetery Administration, or the VA Hotline.

Utilize pre-approved KM tool content for consistent responses, including future communication channels as they are implemented.

Conduct service recovery or caller de-escalation when necessary to maintain customer satisfaction.

Collect, document, and review customer information for identity verification purposes.

Follow call closing procedures to ensure professional and consistent service delivery.

Support other operational activities as identified by leadership.

Required Skills and Qualifications

• 1 year of experience providing frontline customer support to Veterans, their families, and other stakeholders
• Strong verbal communication skills with the ability to demonstrate empathy and active listening.

Experience using knowledge management and CRM tools to research, document, and manage customer interactions.

Ability to follow scripts, procedures, and compliance standards with attention to detail.

Skilled in de-escalation and service recovery techniques.

Ability to handle sensitive and confidential information in compliance with privacy requirements.

• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
• Must live within a 50 mile radius of a VA Health Facility for occasional meetings/duties. Check your nearest location here: https://www.va.gov/find-locations

Desired Skills and Qualifications

Prior experience in a call center or customer service environment.

Experience supporting government or federal agency programs.

Bilingual or multilingual communication skills.