Disabled Veterans Outreach Program Specialist

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.• Provide customers with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.• Check to ensure that appropriate changes were… Show more • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.• Provide customers with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.• Check to ensure that appropriate changes were made to resolve customers' problems.• Determine charges for services requested, collect deposits or payments, or arrange for billing.• Refer unresolved customer grievances to designated departments for further investigation.• Review policy terms and procedures to determine eligibility for various programs.• Contact customers to respond to inquiries or to notify them of investigation results or any planned adjustments.• Answer applicants' questions about benefits and services.• Interview benefits recipients at specified intervals to certify their eligibility for continuing benefits.• Interpret and explain information such as eligibility requirements, application details, payment methods, and applicants' legal rights.• Resolve customer complaints or answer customers' questions regarding policies and procedures.• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. Show less