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At Fortuna, we are committed to fostering a diverse and inclusive workplace where every employee, including veterans, can thrive. Become part of a team where your talents are valued and your achievements are celebrated.
Take the next step in your professional journey with us!
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.
WHAT YOU'LL BRING:
Education:
- 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, 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.
Why Choose Us?
- Collaborate with local community organizations, job placement agencies, and educational institutions to reach a broader pool of candidates.
- Actively participate in career fairs and job expos to connect with potential employees from diverse backgrounds.
- Establish a wide range of job positions across various departments to accommodate individuals from diverse backgrounds, including veterans, civilians, and those with unique skill sets. This approach ensures that everyone has the opportunity to find a role that aligns with their abilities and interests.
- Pair new hires, including veterans and civilians, with experienced mentors who can provide guidance, support, and insights during their transition into the organization. This mentorship fosters a sense of belonging and helps individuals navigate workplace dynamics.
- Identify skill gaps and provide training programs to help you acquire the necessary qualifications for their desired roles.
- Foster a workplace culture that actively recognizes and appreciates the unique experiences and contributions of all employees, including veterans.
Provide competitive salary and benefits packages that cater to the needs of all employees, including veterans. This should encompass:
- Health Insurance: Offer comprehensive health insurance plans that cover medical, dental, and vision care.
- Paid Time Off: Ensure generous paid time off policies that allow employees to recharge and attend to personal commitments.
- Implement a preferential hiring policy for veterans, giving them a competitive advantage during the application process.
- Offer guidance on translating military skills and experience into civilian job qualifications.
- Recognize outstanding veteran employees through awards and appreciation events.
- Highlight veteran success stories within the organization to inspire others.
Maximizing solutions through collaboration and partnerships.
- Certifications
