This role provides frontline customer support to wounded, ill, and injured Marines, Sailors attached to Marine units at the time of injury, veterans, and their family members. The CCR Senior responds to inbound communications, conducts scheduled outbound outreach, assesses customer needs, documents interactions in Government systems, and connects customers with available resources and services. The representative delivers compassionate, professional customer service while ensuring timely and accurate support in accordance with the Marine Corps Recovery Care Program.

Responsibilities

• Respond to inbound telephone calls, emails, text messages, and other customer inquiries.
• Conduct scheduled outreach calls according to Government-established outreach requirements.
• Perform basic needs assessments and identify appropriate resources and referrals.
• Accurately document customer interactions, referrals, and follow-up actions in MCWIITS.
• Maintain confidentiality of Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Coordinate with Non-Medical Case Managers for customers requiring additional assistance.
• Make multiple documented contact attempts when required.
• Meet established quality assurance and productivity standards.
• Escalate urgent or high-risk situations following established procedures.
• Participate in required training and maintain proficiency with Government systems and policies.

Qualifications

• A minimum of 3-5 years of previous call center experience
• US citizenship and the ability to pass a federal background check
• Ability to handle high call volumes while maintaining professionalism.
• Ability to communicate clearly and professionally both verbally and in writing.
• Ability to document customer interactions accurately within MCWIITS or similar case management systems.
• Demonstrated empathy and professionalism when supporting wounded, ill, and injured service members and their families.

Desired Qualifications

• Previous military, veteran, healthcare, or government customer service experience.
• Experience working in a call center environment.
• Familiarity with military support programs or veteran resources.