The Bowen Group

  • Call Center Customer Care Representative

    Job Locations US-VA-Stafford
    Posted Date 1 week ago(4/10/2018 9:20 AM)
    # of Openings
    Call Center
  • Overview

    The Bowen Group, a values-led, industry leader in telehealth, health communications, and wellness services and staffing is searching for a Call Center Customer Care Representative. This is a full-time position located in Stafford, VA. 



    • The Customer Care Representative (CCR) conducts interviews with Marines and/or family members contacted by call center and provides an assessment of their support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with their individual needs 

    • Serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the Marines’ concerns/issues and properly document the information in the  tracking system
    • CCRs will typically work in shifts supporting 24 hour operations (including some weekends and holidays) with manning dictated by anticipated incoming call volume and availability of target population for outreach
    • Perform other duties as requested

    **This is for the second shift, 4:00 PM - 12:00 AM, Monday - Friday and rotating weekends and holidays.  5 weeks of training on the day shift, 8:30 AM - 4:30 PM, Monday - Friday, prior to going to second shift.


    • Minimum of two years work experience
    • Marine Corps experience or extensive experience working with Marines and their families
    • Strong organizational, time-management and communication skills
    • Excellent verbal, interpersonal and written communication skills
    • Familiarity with the military and veteran community programs a plus
    • Must be able to pass a federal background check
    • PC literacy required; MS Office skills (Outlook, Word, Excel, PowerPoint, Access)
    • Proof of eligibility to work in the United States
    • Active clearance a plus

    Organizational Accountabilities:



    Contributes to Furthering Professional Environment & Standards

    • Meet with supervisor for regular supervision, prepare agenda and discuss areas of concern
    • Participate in departmental and companywide staff meetings
    • Participate in departmental performance improvement activities
    • Complete required continuing education courses to maintain license status

    Organizational Commitment/Identification

    • Partner in the mission and upholds the core principles of the organization
    • Committed to diversity and recognizes value of cultural ethnic differences
    • Demonstrate personal and professional integrity
    • Maintain confidentiality at all times

    Customer Service

    • Anticipate and responds to customer needs; follows up until needs are met


    • Demonstrate collaborative and respectful behavior
    • Partner with all team members to achieve goals
    • Receptive to others’ ideas and opinions

    Performance Improvement/Problem-solving

    • Contribute to a positive work environment
    • Demonstrate flexibility and willingness to change
    • Identify opportunities to improve clinical and administrative processes
    • Make appropriate decisions, using sound judgment

    Cost Management/Financial Responsibility

    • Use resources efficiently
    • Search for less costly ways of doing things


    • Speak up when team members appear to exhibit unsafe behavior or performance

    Work Conditions

    • Physical Demands: Sits, stands, bends, lifts, and moves intermittently during working hours. The employee must occasionally lift and/or move up to 40 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet

    The Bowen Group is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.


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