Campus Pride Jobs

Starting Salary $ 63,692

Looking for a better work-life balance?

OVERVIEW:

Since 1946 Veterans Canteen Service (VCS) has delivered the VCS benefits to millions of Veterans enrolled in the Department of Veteran Affairs (VA) Healthcare system, the largest Healthcare system in the United States. VCS is a program office in the Veterans Health Administration (VHA) that is Veteran facing, providing America’s Veterans enrolled in VA’s Health Care System, their families, caregivers, and VA employees, reasonably priced merchandise, and services essential to their comfort and well-being.

The Veterans Canteen Service (VCS), Central Office, located at the Jefferson Barracks VA Medical Center in St. Louis, MO is seeking a Supervisory Customer Service Specialist. This position reports to the Chief Services Officer. As a Supervisory Customer Service Specialist, you will be responsible for the day-to-day operations of the PatriotStoreDirect (Special Order) call center including assortment management, vendor and customer relationships, team leadership, and implementing appropriate changes for an efficient operation.

DUTIES:

Primary Duties include:

· Supervise, train, and motivate the Customer Services Representatives (CSRs). Conduct needs assessments, administer performance reviews, capacity planning, establish standards, and contribute to organizational strategic plans.

· Establish priorities, assign work, provide guidance, review completed tasks, evaluate employee performance, update each CSR monthly on statistics, and provide counseling as needed.

· Monitor call center operations, resolve system issues, conduct audits, manage improvement initiatives, and generate reports to evaluate and enhance customer service programs.

· Ensure compliance with collective bargaining requirements and foster a positive labor relations partnership with local unions. Comply with all aspects of Federal, VA, and EEO regulations and guidelines, taking immediate and decisive action to deter and/or correct unacceptable behavior and keeping the Chief Services Officer and Deputy Chief aware of any issues.

· Serve as the liaison between VCS Chiefs, Vendors, and Customers. Partner with Brand and Communications to promote the program nationally.

QUALIFICATION REQUIREMENTS:

· Supervisory experience, preferably in a Customer Service-related field.

· Ability to effectively communicate verbally and in writing with high-level officials, vendors, and VCS customers.

· Detail-oriented with exceptional organizational skills to successfully function in a fast-paced and deadline-sensitive work environment.

· Able to multi-task and meet deadlines with changing/conflicting priority levels.

· Proficient PC skills and ability to work with computer applications and programs.

NOTE: Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the seasonal influenza program is a condition of employment. It is a requirement that all HCP receive the COVID-19 vaccination and annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption has been granted. HCP in violation of these directives may face disciplinary action up to and including removal from federal service

HCP for purposes of the influenza vaccination program are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

HCP for purposes of the COVID-19 vaccination program refers to all paid and unpaid persons who work in or travel to VHA locations who have the potential for direct or indirect exposure to patients or infectious materials, including body substances (e.g., blood, tissue, and specific body fluids); contaminated medical supplies, devices, and equipment; contaminated environmental surfaces; or contaminated air. These HCP may include, but are not limited to, emergency medical service personnel, nurses, nursing assistants, physicians, technicians, therapists, phlebotomists, pharmacists, health professions trainees (HPTs), contractor personnel, and persons (e.g., clerical, dietary, environmental services, laundry, security, maintenance, engineering and facilities management, administrative, billing, and volunteer personnel) not directly involved in patient care but potentially exposed to infectious agents that can be transmitted from HCP and patients. HCP include all VA licensed and unlicensed, clinical and administrative, paid and without compensation, full- and part-time, intermittent, fee basis employees who are expected to perform any or all of their work at these locations. HCP also includes VHA personnel and contractor personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.