Job Description

Wipro LLC is seeking dedicated and experienced online call center customer service representatives to join our team supporting Veteran Benefits. In this vital role, you will be the first point of contact for veterans seeking assistance, providing exceptional service and resolving inquiries efficiently with empathy and a thorough understanding of the military culture. You will play a key role in managing transactions while adhering to high-quality standards, ensuring veterans receive timely, respectful, and accurate support.

As a Production Agent L1 within the BPS-HLS P&P service line, you will manage inbound calls related to medical and dental appointments, health assessments, referrals, educational resources, and behavioral health situations. You will operate in a dynamic contact center environment that requires excellent multitasking, communication, and organizational skills alongside a commitment to upholding the integrity of veteran services.

This position offers an opportunity to be part of a forward-thinking company that values collaboration, continuous learning, and making a positive impact in the community. You'll engage with cutting-edge systems to support veterans effectively and grow professionally within a supportive and inclusive workplace.

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Primary Responsibilities:

• Efficiently manage transactions to meet or exceed quality standards, ensuring compliance with service contracts and veteran support guidelines.
• Schedule various medical and dental service appointments, accommodating customer availability and adhering to contractual directives while maintaining respect for military cultural sensitivities.
• Respond promptly and empathetically to inquiries regarding appointment scheduling, service fulfillment, and related processes, resolving issues with professionalism and care.
• Handle customer contacts related to Health Assessment processing, follow-up on referrals, and provide education and resources to veterans as required.
• Recognize potential behavioral health concerns during interactions and apply contract-specific protocols to guide and assist callers appropriately.
• Monitor service levels and queue status continuously, proactively managing workload to maintain contractual performance benchmarks.
• Collaborate effectively with team members, supervisors, and other stakeholders to optimize customer service delivery and adapt to workflow changes.

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Qualifications and Skills Required

• High School Diploma or GED with a minimum of one year of defined customer service experience, preferably in a call center or healthcare setting.
• Intermediate proficiency in keyboarding and computer skills, including familiarity with Microsoft Office suite.
• Excellent verbal and written communication skills, capable of engaging diverse audiences with clarity and professionalism.
• Demonstrated ability to build positive working relationships with clients, colleagues, and service providers.
• Strong interpersonal skills with a commitment to exceptional professional etiquette and respectful interactions.
• Ability to comply with established company protocols while maintaining a service-oriented mindset.
• Detail-oriented with strong analytical skills to accurately process information and resolve queries.
• Efficient at multitasking and maintaining performance standards in a fast-paced, changing contact center environment.
• Effective at conveying and receiving complex information using various communication channels.
• Competent in identifying issues and opportunities through data comparison and critical thinking to formulate actionable solutions.
• Strong time management skills, able to prioritize workloads for optimal productivity.
• Adaptability to frequent workflow changes, new processes, and organizational culture shifts.
• Capability to acquire and maintain necessary technical and professional expertise to execute duties effectively.
• Demonstrated ability to inspire confidence and support through positive and clear interactions aligning with organizational goals.

Preferred Qualifications

• Experience with MedNet software and web portal applications relevant to veteran services.
• Possession of a National Career Readiness Certificate.
• Previous military service or call center experience is highly regarded.

At Wipro, we celebrate diversity and inclusion, welcoming applicants from all backgrounds including veterans and individuals with disabilities. We are committed to creating an equitable workplace where all employees feel valued and empowered to pursue their career ambitions.