On Site Shift Lead and Trainer at Terrestris Global Solutions

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We are seeking an On-Site Shift Lead/Trainer who will provide guidance and advise Agents on the standards and protocols of the VA call center.

I’ve never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Shift Lead/Trainer at Terrestris do?

Big picture, Leads will be responsible for taking inbound calls, as well as delivering initial, new, and refresher training content to all contracted Agents at the VA Call center. The Leads report to the on-site contract Supervisor who is responsible for the services performed by the Agents.

What does a typical day look like for the Shift Lead/Trainer?

You will:

Assists the on-site contract Supervisor with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns.
Provide resolution for simple and informal complaints received from Veterans, VHA Clinicians, and DLC employees. Refer to more complex issues and concerns to the on-site contract Supervisor.
Provide instructions to Agents regarding proper phone etiquette – messaging, transfers, online ordering instructions, interpreting software screens.
Perform accessory ordering functions such as;
- Identification of proper parts for different hearing aids and parts in the ROES program.
Proper ordering procedures using ROES and Veterans Health Information Systems Technology and Architecture (VistA).
Working with manufacturers to identify unique parts and different materials used in prosthetic socks.
Distinguishing the type of amputation and how prosthetic socks are sized accordingly.
Orthotic softgoods identification and sizes.
Follow all procedures for managing lost and/or damaged items.
Follow email procedures such as identifying unique emails requiring Supervisor attention for placing email orders and ensuring appropriate customer service written responses are provided for orders or issues.
Complete Remote Order Entry System (ROES) Loop processing such as Contract application, dissemination of contract information, and how it applies to ROES ordering and assisting clinical staff concerning contract and ordering issues.
Understand how to manipulate and process the ROES Loops for items requiring personal attention for:
- Assistive devices.
Battery orders.
Stock battery orders.
Hearing Aids.
- Hearing aid registrations
Hearing aid parts and accessories
Stock hearing aid accessories
Hearing aid issues/problems
Hearing aid order cancelations
Custom hearing aid orders
Complete prosthetic item orders (stock and custom).
Execute telehealth orders, items, registration, and equipment identification. Provide correct information for implementing telehealth services ordering in ROES and execute problem resolution to telehealth orders that contain incorrect Shipping and Receiving information.
Execute shipping and receiving procedures such as shipping timelines, tracking items shipped through the United States Postal Service (USPS), United Parcel Service (UPS), and FedEx Corporation, and managing orders that were sent incorrectly to the customer.
Execute proper credit card procedures such as how to properly input data for a credit card order, implementing correct Pay.Gov procedures, and meeting Pay.Gov processing timelines.
Know and understand all available DLC products and services, be able to assess the customers’ needs, provide requested information, and otherwise assist in a timely and effective manner, and resolve customers’ problems/needs in a satisfactory manner. Agents must be committed to providing excellent customer service to all DLC customers, both internal and external.

What qualifications do you look for?

You might be the leader we’re looking for if you have:

Minimum 5 years customer service
Excellent written and verbal communication skills
A working knowledge of procedures, rules, and processes that exist in other VA service organizations to refer Veterans to appropriate VA business lines.
Ability to constructively handle customer service-related conflict and problem resolution professionally and appropriately.
High school diploma or equivalent, but more education and/or technical training is preferred.
Minimum of one year of experience with training or leading customer service staff to perform daily tasks in support of business operations, through knowledge of team processes and have knowledge and skills with managing complaints providing resolution, working with management, and monitoring daily workloads. Advanced/exceptional verbal and written communication skills.
Intermediate to advanced knowledge and skills with computer programs like Windows, Excel, and Microsoft Office suite and typing skills.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, dental, and vision coverage, a retirement plan, and a profit-sharing/bonus plan. We also believe strongly in maintaining a quality work-life balance, so we offer a leave package that includes Paid Time Off, holidays, sick days, and a fun, creative work environment.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.