GK
Senior Call Center Agent -Veteran Affairs Support
full-time•United States
About this role
About GKG
With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands. We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.
Golden Key Group's talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise. We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.
Overview
The Veteran Affairs Call Center provides 24/7 nationwide support to Veterans, dependents, and stakeholders across 22 VA Regional Offices. Services include benefits assistance, appointment coordination, case status updates, referrals, and escalation support. Operations run on three shifts to ensure continuous coverage.
Shifts:
- Day Shift
- Evening Shift
- Overnight Shift(Weekend and holiday coverage required)
Work Location: Nationwide (remote and/or regional office-based, as applicable)
Education: Bachelor’s degree preferred (experience may substitute)
Position Summary:
Senior Call Center Agents serve as subject matter experts and provide advanced support to Veterans. They assist with complex inquiries, mentor junior agents, and support supervisors in maintaining service quality and compliance.
This announcement is associated with GKG's Future Opportunities. Future Opportunities includes contract driven professional services that are in proposal, source selection, or recently awarded. Expressing interest in GKG's Future Opportunities offers you the ability to share your capabilities and career interests with GKG; aligning your next step with your career goals!
Responsibilities
- Handle complex or sensitive Veteran inquiries and cases
- Serve as an escalation point for frontline agents
- Provide mentoring and on-the-job guidance to agents
- Assist supervisors with quality assurance and training support
- Accurately document calls and case notes in VA systems
- Ensure compliance with VA policies and privacy requirements
- Support all shifts to maintain 24/7 operations
- Other duties as assigned.
Qualifications
- 2–4 years of call center or custome
- Strong knowledge of Veteran services and benefits (or ability to learn quickly)
- Excellent communication and customer service skills
Desired Qualifications
- Bachelor’s degree preferred
- Prior VA, healthcare, or government program experience preferred
What you'll do
- Senior Call Center Agents handle complex inquiries from Veterans and serve as an escalation point for frontline agents. They also provide mentoring and assist supervisors with quality assurance and training support.
About Golden Key Group
Golden Key Group is a trusted, agile, and customer-focused professional services firm dedicated to helping the federal government solve today’s strategic, organizational and operational challenges. We partner to provide responsive, efficient and compliant services so our customers can focus on their mission. GKG optimizes current and future workforce capabilities by integrating human capital, technology, and policy design across the lifecycle of work. With a shared commitment to success, our diverse team brings a wealth of experience and industry-leading practices. Since 2002, we have served more than 50 federal departments and agencies. Partner with us today!
• Human Resources Operations
Executing efficient, high-quality, and compliant HR programs is GKG’s passion. We are a strategic business partner for all federal HR actions.
• Human Capital
GKG supports the full lifecycle of Federal Government Human Capital Management as defined by the Federal Human Capital Business Reference Model (HCBRM).
• Learning + Development
GKG offers a wide range of engaging training services, including comprehensive DEIA courses. We also provide premiere coaching and leadership development services.
• Professional Consulting Services:
GKG has a singular focus: advance our customer's mission and strategic goals. We apply leading industry practices, technologies, and processes to deliver solutions that work.
Ready to join Golden Key Group?
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Frequently Asked Questions
What does a Senior Call Center Agent -Veteran Affairs Support do at Golden Key Group?
As a Senior Call Center Agent -Veteran Affairs Support at Golden Key Group, you will: senior Call Center Agents handle complex inquiries from Veterans and serve as an escalation point for frontline agents. They also provide mentoring and assist supervisors with quality assurance and training support..
Is the Senior Call Center Agent -Veteran Affairs Support position at Golden Key Group remote?
The Senior Call Center Agent -Veteran Affairs Support position at Golden Key Group is based in United States, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Call Center Agent -Veteran Affairs Support position at Golden Key Group?
You can apply for the Senior Call Center Agent -Veteran Affairs Support position at Golden Key Groupdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.