Job Listing
Lead Contact Representative
Veterans Health Administration · Posted today
HybridTopeka, KS$43K – $56KApply by Jun 1, 2026Contact RepresentativeENFJENFPESFJISFJCustomer Success
Apply for this job →About the Role
This position is in the Health Resource Center (HRC), Contact Management, Help Desk section of VHA Member Services. The HRC consists of contact centers located throughout the country to answer Veteran questions related to billing, eligibility, benefits, and other Veteran support services. The primary purpose of the position is to serve as a Lead Contact Representative by providing guidance and assistance to Help Desk Contact Representatives in the performance of their duties.
What You'll Do
- →Major duties include, but are not limited to: Receives inbound telephone calls, emails inquiries, or webchats from Veterans, Caregivers, VA staff & other users related to the MyHealtheVet website, eBenefits website, the Web & Mobile Solutions Mobile applications, access VA website and Beneficiary Travel Self Service System portal.
- →Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries.
- →Responds to questions and resolves issues pertaining to escalated calls on the Help Desk Assist Line, escalated emails from management, Contact Representatives, and other Lead Contact Representatives.
- →Provides leadership, guidance, and technical direction to Contact Representatives to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances.
- →Works closely with the Help Desk Program Specialist and Help Desk leadership to report tends when there are system outages and technical issues experienced with systems impacting the Help Desk.
- →Processing, documenting, and routing possible reworks in appropriate SharePoint Tracker to correct the error; processing pending reviews, which may include contacting the Veteran to inform them that the issue is resolved or returning to the Help Desk Contact Representative for additional information.
- →Answers or provides input to Congressional complaints within one hour of receiving the initial inquiry.
- →Assists as a Subject Matter Expert while the Member Services Training Team trains new Help Desk team members and helps train new Help Desk Leads.
- →Attends monthly Help Desk team meetings and discusses various topics such as Knowledge Management articles, business processes, current issues, websites changes/updates, and other pertinent information.
- →Coaches junior staff that support the mission, vision and values of the Health Resource Center and our Customer's expectations.
- →Recommends changes to standard operating procedures, business processes and job aids based on acquired knowledge, feedback from Contact Representatives, and personal observation.
- →Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8-hour shift between 6:45 am - 7:15 pm.
- →Official tour of duty will be selected based on business needs and will start after training is completed.
- →Telework: This position may be authorized for Ad-hoc telework.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 38a6352e-7dd9-4079-aed6-be9dacc388db
Posted via USAJobs