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Veterans Customer Service Jobs in Virginia (NOW HIRING)

DSV

Customer Service Agent, CSR

Winchester, VA · On-site

$22.74 - $28.42/hr

Customer Service Agent, CSR Winchester, Nearest Major Market: Washington DC The CSR is responsible ... veteran status, marital status, gender identity, sexual orientation, national origin, or any other ...

Kelly Services

Customer Service Rep

Sterling, VA · On-site

$22.50/hr

Customer Service Representative (CSR) - Second Shift (B) Location: Sterling, VA (Onsite) Schedule ... disability, veteran status, age, marital status, pregnancy, genetic information, or any other ...

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Veterans Customer Service information

What is a veterans customer service representative?

Veterans Customer Service representatives are professionals who assist military veterans and their families by answering questions, resolving issues, and providing information about benefits, healthcare, and support services. They typically work for government agencies like the Department of Veterans Affairs or organizations that serve veterans. Their role involves handling inquiries via phone, email, or in person, ensuring veterans receive the assistance and resources they need. They must have a good understanding of veterans' programs and strong communication skills.

How does a veterans customer service representative typically collaborate with other departments to resolve client concerns?

Veterans Customer Service representatives often work closely with departments such as benefits administration, healthcare services, and claims processing to address veterans' inquiries and concerns efficiently. Collaboration usually involves sharing relevant information, escalating complex cases to subject matter experts, and participating in cross-functional meetings or case reviews. This teamwork ensures that veterans receive accurate and timely assistance, and helps representatives stay updated on policy changes and available resources. Strong communication and documentation skills are essential for facilitating smooth interdepartmental coordination.

What are the key skills and qualifications needed to thrive as a veterans customer service representative, and why are they important?

To thrive as a Veterans Customer Service Representative, you need knowledge of veterans’ benefits, strong problem-solving abilities, and experience with customer support, often backed by relevant training or military experience. Familiarity with case management systems, CRM software, and government databases is typically required. Exceptional empathy, active listening, and professionalism are crucial soft skills for supporting veterans and their families. These skills ensure accurate assistance, build trust, and provide veterans with the respect and support they deserve.

What is the difference between Veterans Customer Service vs Veterans Call Center Representative?

AspectVeterans Customer ServiceVeterans Call Center Representative
Required CredentialsHigh school diploma or equivalent; customer service experienceHigh school diploma or equivalent; customer service experience
Work EnvironmentOffice or remote; direct interaction with customersCall center setting; handling inbound/outbound calls
Employer & Industry UsageGovernment agencies, veteran services, retailGovernment agencies, telecommunications, healthcare
Common Search & Comparison IntentUnderstanding roles in veteran support and customer serviceComparing call center roles within veteran services

Veterans Customer Service roles focus on direct customer interactions, often in various settings, while Veterans Call Center Representatives primarily handle inbound and outbound calls in a call center environment. Both roles require similar credentials and serve veteran-related organizations, but they differ in work environment and daily tasks.

What are popular job titles related to Veterans Customer Service jobs in Virginia?

For Veterans Customer Service jobs in Virginia, the most frequently searched job titles are:

What job categories do people searching Veterans Customer Service jobs in Virginia look for?

The top searched job categories for Veterans Customer Service jobs in Virginia are:

Veterans Customer Service jobs near you
Infographic showing various Veterans Customer Service job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Manager, Customer Service

Service Experts

Fairfax, VA

Full-time

Posted 7 days ago

Service Experts rating

6.1

Company rating: 6.1 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

231st of 282 rated repair and maintenance companies

Job description

Welcome!

The Agent Performance & Customer Growth Manager is responsible for driving agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching, accountability, and measurable results.
The Manager directly leads the Performance coaches and Outbound Program, while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

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Direct Reports
Performance Coaches - Provide targeted, data-driven coaching to improve agent conversion, lead generation, call effectiveness, and overall KPI performance across all call taking teams.

Outbound Call Activity - Executes targeted outbound campaigns focused on lead recovery, customer reactivation, appointment generation, membership growth, and other revenue-generating initiatives.
Key Responsibilities
  • Conversion Performance: Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call type, and customer segment; identify trends and performance gaps.
  • Performance Coaching: Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
  • Supervisor Partnership: Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
  • Performance Improvement: Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
  • Performance Cadence: Lead recurring performance reviews to identify top performers, underperformers, trends, coaching needs, and corrective actions.
  • Outbound Program Leadership: Own the execution, staffing, and performance of outbound calling activities and campaigns.
  • Tiered Campaign Management: Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities.
  • Lead Recovery & Customer Growth: Drive programs targeting unbooked/lost leads, aged opportunities, customer reactivation, memberships, and other customer growth opportunities.
  • Capacity-Based Demand Generation: Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
  • Reporting & Analytics: Maintain scorecards measuring conversion, coaching effectiveness, agent improvement, outbound productivity, campaign conversion, appointments generated, and incremental revenue.
  • Continuous Improvement: Partner with Operations, QA, Training, and other teams to improve scripting, processes, lead routing, agent tools, and performance practices.

Key Measures of Success
  • Booking and call conversion
  • Percentage of agents achieving KPI targets
  • Agent performance improvement following coaching
  • PIP improvement and successful completion
  • Coaching effectiveness and completion
  • Outbound contact and conversion rates
  • Lost/un-booked lead recovery
  • Appointments generated through outbound campaigns
  • Membership and customer growth
  • Incremental revenue generated
  • Outbound campaign ROI

Role Purpose
The Agent Performance & Customer Growth Manager serves as the Contact Center's centralized leader for performance optimization and growth-connecting conversion analytics, performance coaching, supervisor accountability, and outbound demand generation to improve agent effectiveness and deliver measurable appointment and revenue growth.
Minimum Experience: 6+ years Minimum Education: Bachelor's DegreeEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.


Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

What Service Experts employees say

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About Service Experts

Sourced by ZipRecruiter

Service Experts, based in Plano, Texas, US, is an industry leader in the HVAC (Heating, Ventilation, Air Conditioning) sector with a commitment to providing top-tier service for home comfort. Their offerings cover a broad range of services such as repair, maintenance, and installation of heating and air conditioning systems. Established in 1996, the company has demonstrated consistent growth and expansion, boasting a network of over 100 service centers across North America. Their mission is simple yet powerful: to provide excellence in home comfort. Service Experts has emerged as a trusted choice in the market due to their adherence to core values of integrity, innovation, excellence, and commitment.

Industry

Construction

Company size

1,001 - 5,000 Employees

Headquarters location

Plano, TX, US

Year founded

1996

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