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Warrior Support Specialist - Jacksonville, FL
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90673697

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  8 Views, 0 Applications  
Warrior Support Specialist - Jacksonville, FL
The Wounded Warrior Project (WWP) Warrior Support Specialist is responsible for directing and monitoring the activities of the Resource Center's (RC) agents who provide warrior support. This will include, but not limited to, monitoring and coaching, providing helpline assistance, replying to inbound/outbound emails, monitoring quality of calls, and taking inbound calls as necessary to support the operation. The Warrior Support Specialist is also responsible for ensuring that resources are used to promote customer quality and satisfaction and are utilized efficiently in ways that consistently promote high customer quality and satisfaction. Additionally the Warrior Support Specialist will collaborate with management to identify any process gaps, staffing issues, and provide suggestions for improvement to enhance the effectiveness of the RC.

+ Provide a supportive environment by motivating and encouraging agents through positive communication and feedback

+ Provide support to frontline agents to ensure the attainment of customer satisfaction and performance targets

+ Partner with management team to ensure that all resources, training and information is available to warrior coordinators and warrior resource specialists

+ Proactively solve problems and provide timely resolution by identifying the most appropriate course of action to ensure minimal impact to customer satisfaction

+ Proficiency in emailing and helpline email etiquette, phone systems and helpline phone etiquette, and database entry

+ Participate in special projects that will improve processes in the RC

+ Ensure WWP's core values, mission, and vision are continually reinforced

+ Compile data and generate reports and deliver findings to management team for assigned shift teams

+ Provide internal and external information and referral services and outreach to wounded warriors and their family members

+ Able to work flexible hours, may require shift rotation to support warrior needs

+ Occasional travel required

+ Other duties as assigned

+ Highly motivated, passionate, and creative team player with demonstrated commitment to the organization

+ Ability to communicate with diverse personalities in a tactful, mature, and flexible manner

+ Demonstrated leadership experience with the ability to motivate, coach, and educate staff members while fostering a strong team mentality

+ Demonstrated ability to remain flexible and work within a collaborative and team oriented environment

+ Excellent organizational and time management skills with a strong attention to detail and ability to prioritize and effectively handle multiple priorities within tight deadlines

+ Ability to take initiative, multi-task and work well under pressure in a fast-paced environment

+ Ability to handle sensitive and confidential information appropriately while adhering to organizational policies and procedures

+ Demonstrated ability to think critically and analytically

+ Ability to take initiative, display sound judgment, and effectively troubleshoot, problem-solve and prioritize

+ Excellent customer service skills

+ Excellent written and oral skills

+ Associate's degree required; equivalent work experience may be considered in lieu of a degree

+ Bachelor's degree preferred

+ Two (2) years of experience in a contact center required

+ One (1) year experience coaching & mentoring in a contact call center required

+ Proficiency in the use of Microsoft Office programs - MS Word, Outlook, MS Excel, and MS PowerPoint required

+ Prior experience within a non-profit, government call center, or military family support services environment preferred

+ Familiarity with military culture preferred

+ Prior experience with crisis calls and/or escalation procedures preferred

+ Bilingual in English and Spanish preferred

+ Salesforce data entry experience preferred

+ NA


iCIMS System ID: 11195

External Company Name: Wounded Warrior Project, Inc.

External Company URL:

Street: 4899 Belfort Rd

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