Call Center Lead

Call Center Lead - General Clerk I This position is for a General Clerk I Lead role who will oversee customer service activities ONSITE at the VA Denver Logistics Center. This role is responsible for overseeing the performance of Veteran Service Support Technicians (VSSTs), ensuring efficient and effective customer service delivery to Veterans and VA clinicians. Services include handling orders for medical and assistive devices such as sleep apnea equipment, hearing aids, batteries, prosthetic socks, and telehealth equipment. Responsibilities

• Supervise and monitor the daily performance of Veteran Services Support Technicians VSSTs.
• Provide training and guidance on :
• Phone etiquette, messaging, and call transfers.
• Online ordering procedures and interpreting ROES software screens.
• Accessory identification and ordering for hearing aids and prosthetic items.
• Email handling and escalation protocols.
• Warranty interpretation and resolution procedures.
• Ensure accurate and timely processing of orders for : hearing aid accessories, batteries, prosthetic socks, orthotic soft goods, sleep apnea equipment, aids for the blind, and telehealth equipment.
• Resolve complex customer service issues and escalate unique cases to the On-Site Supervisor.
• Maintain high standards of professionalism and customer satisfaction.
• Support clinicians with technical assistance in ROES and VistA systems.
• Track and report performance metrics and production summaries. Requirements Education and / or Experience
• Minimum of 2 years of experience in a customer service or call center environment; supervisory experience preferred.
• High school diploma or GED required.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint).
• Typing speed of at least 40 WPM and 10-key data entry proficiency.
• Strong verbal and written communication skills.
• Ability to train and mentor staff effectively.
• Familiarity with VA systems such as ROES and VistA is highly desirable.
• Must pass a Tier 1 National Agency Check with Inquiries (NACI) background investigation. Salary Range : $20.26-$31.85 / hr - depending upon experience Benefits : PTO, Medical / Dental / Vision plan, Life and AD&D insurance, 401K Plan We are an Equal Opportunity Employer : We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information or any other characteristics protected by law. This organization participates in E-Verify. #DICE