Contact Center Agent

The Contact Center Agent is responsible for receiving, investigating, and resolving customer inquiries primarily via phone, as well as other communication channels, including fax, email, chat, and SMS. You will assist Veterans with inquiries regarding the Medical Disability Examination (MDE) process, as well as Veteran-facing portals and web pages. This role requires efficient use of various software applications, including internal and external websites, telephone systems, Customer Relationship Management (CRM) applications, and other resources. Agents must accurately document all transactions and customer interactions while ensuring high-quality customer service in a professional and timely manner.

WORKSITE: Remote

WORK SCHEDULE: Shifts are to be determined, and the call center operates from 6:45 am to 12:00 pm, seven days a week

What We Offer

• Paid sick leave based on state regulations after 90 days of employment
• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)
• Free TeleMedicine and Mental Health for all employees and their families
• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability
  
  

What You'll Do

• Handle inbound customer inquiries via phone, email, chat, and SMS professionally and courteously, following established guidelines and policies.
• Make outbound calls as required based on business needs.
• Resolve or escalate customer inquiries efficiently.
• Encourage digital communication with customers to enhance service efficiency.
• Document interactions accurately using a Case Management or CRM system.
• Follow standard operating procedures (SOPs) and policies while maintaining a high level of customer satisfaction.
• Maintain quality service standards as measured by internal quality monitoring and customer feedback surveys.
• Escalate complex issues following the established escalation process when needed.
• Utilize FAQs and knowledge bases to provide accurate information.
• Stay updated on policies and procedures relevant to customer inquiries.
• Adhere to assigned schedules, including availability on weekends and holidays if required.
• Perform additional tasks as assigned by management.
  
  

Education

WHAT YOU'LL BRING:

• Preferred: Associate's degree
• Required: High school diploma or GED
  
  

Experience

• 2-3 years of customer service or contact center experience required.
  
  

Skills & Abilities

• Strong English communication skills (both spoken and written).
• Excellent listening and interpersonal skills to interact with customers effectively.
• Ability to multitask and manage multiple customer inquiries efficiently.
• Strong typing and writing abilities for accurate documentation.
• Ability to adapt to changing situations and resolve inquiries professionally.
• Team-oriented mindset with a focus on collaboration and customer satisfaction.
  
  

Work Schedule & Environment

• Must adhere to assigned work schedules, which may include weekends and holidays.
• Shifts to be determined, the call center is open Sunday-Saturday from 6:45 am to 12:00 pm
  
  

Fortuna operates as a staffing agency that sources, screens, and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.