Job Details

This position is in the Health Resource Center (HRC), Contact Management, Help Desk section of VHA Member Services. The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services. The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to Help Desk Contact Representatives in the performance of their duties.
Major duties include, but are not limited to:
* Receives inbound telephone calls, emails inquiries, or webchats from Veterans, Caregivers, VA staff & other users related to the MyHealtheVet website, eBenefits website, the Web & Mobile Solutions Mobile applications, access VA website and Beneficiary Travel Self Service System portal.
* Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries.
* Responds to questions and resolves issues pertaining to escalated calls on the Help Desk Assist Line, escalated emails from management, Contact Representatives, and other Lead Contact Representatives.
* Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
* Works closely with the Help Desk Program Specialist and Help Desk leadership to report tends when there are system outages and technical issues experienced with systems impacting the Help Desk.
* Processing, documenting, and routing possible reworks in appropriate SharePoint Tracker to correct the error; processing pending reviews, which may include contacting the Veteran to inform them that the issue is resolved or returning to the Help Desk Contact Representative for additional information.
* Answers or provides input to Congressional complaints within one hour of receiving the initial inquiry.
* Assists as a Subject Matter Expert while the Member Services Training Team trains new Help Desk team members and helps train new Help Desk Leads.
* Attends monthly Help Desk team meetings and discusses various topics such as Knowledge Management articles, business processes, current issues, websites changes/updates, and other pertinent information.
* Coaches junior staff that support the mission, vision and values of the Health Resource Center and our Customer's expectations.
* Recommends changes to standard operating procedures, business processes and job aids based on acquired knowledge, feedback from Contact Representatives, and personal observation.
Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed.
Remote: This position is not authorized for Remote work.
Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process.
Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process.
Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.
Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process.
Position Description/PD#: Contact Representative/PD07782A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Not Authorized