The Veterans Canteen Service (VCS), 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 call center including assortment management, vendor and customer relationships, team leadership, and implementing appropriate changes.

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.

Requirements

• Selective Service Registration is required for males born after 12/31/1959.
• You will be required to serve a probationary period of 1 year.
• Subject to background/security investigation.
• Must be vaccinated against Covid-19 for this agency.

Qualifications

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.

Contacts

• Address VCS Central Office 1 Jefferson Barracks Drive Bldg. 25 St. Louis, MO 63125 US
• Name: Samantha Crowe
• Phone: 314-845-1497 X61497
• Email: [email protected]