REMOTE
POSITION PURPOSE
The Associate will answer incoming calls from Veterans, Families, and caregivers who require after hours assistance from America’s Warrior Partnership ensuring caller satisfaction.
ORGANIZATION
This position reports to the designated Operations Manager for Principle Choice Solutions
ESSENTIAL FUNCTIONS
- Overnight / Evening Shifts - including Holidays
- Schedule could be as follows:
- Sunday, Monday, Wednesday, Thursday 12:30am – 7:00am cst
- Friday 4pm - 10:30pm, Saturday, Sunday 2p-10:30p cst
- This is a Work From Home Position
- Answer incoming after-hours calls with empathy, professionalism, and a veteran-centric mindset.
- Conduct thorough intake conversations to identify callers’ needs and determine appropriate next steps.
- De-escalate stressful or emotionally charged situations using trauma-informed techniques.
- Provide immediate guidance or reassurance while coordinating follow-up actions with daytime case coordinators.
- Accurately summarize and document callers’ needs into the intake form to ensure continuity of care and seamless handoff to case coordinators for timely follow-up actions.
- Utilize internal and external provided systems.
- Maintain access for all required systems, as assigned.
- Acts as an effective team member.
- Other duties as assigned.
KNOWLEDGE & EXPERIENCE
- High School Diploma or GED required.
- Required completion of The Fire Watch training certification, including any additional required training, modules, or certifications.
- Preferred 1-2 years' experience in customer service, with a focus in social services, crisis response, veteran services, or a related field.
- General office skills and knowledge of standard office equipment.
- Working knowledge of software such as Excel, Word, Outlook and Microsoft Teams.
- Data entry and 10 key experience necessary.
- Excellent verbal and written communication skills.
- Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.
- Must be a U.S. citizen; work sponsorship is not available.
General Areas of Accountability
Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company
Performance & Quality Standards
Perform all duties in accordance with established performance expectations, quality standards, and service level requirements, including meeting or exceeding all applicable performance standards and Key Performance Indicators (KPIs) as defined by Principle Choice Solutions. Failure to consistently meet these expectations may result in coaching, corrective action, or other employment actions in accordance with company policy.
Security and Confidentiality requirements
NACi or higher-level security clearance to support government (Dod, VA, ect.) assignments may be required. Due to the after-hours nature of this role, Associates must comply with all Principle Choice Solutions security, confidentiality, and privacy requirements, including HIPAA standards, and ensure their work environment meets all security and privacy standards during assigned shifts, including evenings, nights, weekends, and holidays to protect sensitive information during after-hours operations.
