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Customer Service

The Bowen Group

This is a Full-time position in Shepherdstown, WV posted September 12, 2021.

Level up in your career and support the military community at The Bowen Group!

The Bowen Group, a values-led, industry leader in telehealth, health communications, and wellness services and staffing, has an outstanding opportunity for a Customer Service Supervisorto join our team supporting the White House/Veterans Hotline Contact Center.

This is a full-time position inShepherdstown, WV.

This position provides front-line operational supervision for the Contact Center. Our customer service team responds to questions, issues and complaints pertaining to Veterans’ services and concerns.As Supervisor, you willdirectly support the Contact Center and oversee designated shift operations of the Customer Service Representatives (CSR) who are fielding calls from Veterans contacting Veterans’ Affairs.

Currently our team is teleworking from home; however, you must have the capability to work onsite at the Shepherdstown Office and may be relocated there permanently after social distancing restrictions have been lifted.


  • Responsible for the day to day supervision of call center agents that receive incoming calls and provide customer service.
  • Coordinates work activities to impact and achieve the call service levels expectations to meet operational requirements.
  • Recognizes and recommends operational improvements.
  • Responsible to assist agents troubleshoot and resolve issues.
  • Monitors performance of staff members according to established monitoring standards
  • Provides coaching and feedback to team members, including formal corrective action
  • Interviews new employees
  • Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
  • Field escalated calls from CSRs
  • Determine most appropriate course of action and/or identify alternatives in resolving issues
  • Ask appropriate probing questions to clarify complex or vague requests
  • Prepare well-defined case notes during the call
  • Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
  • Review reports, case notes, and rosters submitted by CSRs
  • Review CSR call volume reports to evaluate productivity



  • Four years work experience in contact center environment
  • One year of supervisory experience
  • Ability to work under pressure including maintaining a calm and effective demeanor with escalated or difficult calls
  • Ability to connect to high-speed internet via an ethernet cable
  • Detail oriented with strong organizational and time-management skills
  • Excellent verbal, interpersonal and written communication skills
  • Ability to pass a federal NACI background check
  • Proof of eligibility to work in the United States


  • BPOexperience
  • Familiarity with the military and Veteran community programs
  • Knowledge of VA benefits and entitlements as well as Veteran issues and concerns

The Bowen Group gives preferentialconsideration to U.S. Military Veteran or Veteran family members.


  • Health, dental and vision insurance
  • Generous vacation and holiday leave
  • 401(k)
  • Group Life insurance
  • Short-term and long-term disability

The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

The Bowen Group will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If youre applying for a position in San Francisco, review theapplicable in your area.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.If you have a disability and require assistance with our online application process, please tell us howwe can help by contacting us at
Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.

The Bowen Group participates in the E-Verify program in certain locations as required by law..

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