Homeoffice Call Center Staff en Compass Government Solutions, LLC

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 dedicated Call Center Staff to provide high-quality support to Service Members (active duty, reserve components, and National Guard), Coast Guard personnel, Veterans, and their families. In this role, you will be the first point of contact for those seeking guidance, answering calls, emails, and chats while delivering accurate information, resolving concerns, and ensuring a positive and empathetic experience. As we prepare to submit our proposal for this contract, we are inviting qualified and skilled professionals to be considered for inclusion as valued members of our team, helping us make a meaningful impact on the lives of those who serve.

Job Duties:

• 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:

At Compass Government Solutions, we value our team and offer a comprehensive benefits package designed to support your health, well-being, and professional growth:

• Competitive Salary – Recognizing your skills and experience.

• Accrued Paid Time Off & Paid Federal Holidays – Balance work and life with time to recharge.

• Medical, Dental, and Vision Plans – Flexible coverage to meet your needs.

• Capital Services' CSI Benefits Packages – Our signature benefit offering enhanced coverage, mental health support, and specialized resources tailored to our employees’ unique needs.

• 401(k) Plan – Planning for your future has never been easier.

• Life & Disability Insurance – Protection and peace of mind for you and your family.

EOE AA M/F/Vet/Disability

Compass Government Solutions is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status or any other characteristic protected by federal, state or local laws.