Veteran Success Representative – Phone Support

About the job

Location: 100% Remote

Employment Type: Full-Time

Industry: Veterans Benefits | Customer Support | Legal Services Support

English Level Required: C2 (Proficient/Fluent)

Compensation: $1,400 USD per month.

About the Role

We are seeking a motivated, service-driven Veteran Success Representative (VSR) to join our remote support team. This is a high-volume, phone-focused role ideal for someone who enjoys speaking with people, thrives in a structured and fast-paced environment, and is passionate about making a meaningful impact—especially for Military Veterans.

As a Veteran Success Representative, you will serve as the primary point of contact for Veterans navigating our process. You will provide clear guidance, gather and document essential information, and ensure Veterans feel informed, supported, and confident at every stage of their journey.

Key Responsibilities

Veteran Support & Communication

• Make and receive daily phone calls with Veterans to answer questions, collect required information, and explain next steps.
• Maintain clear, professional, and empathetic communication at all times.
• Ensure Veterans feel supported, informed, and confident throughout the process.
• Review incoming requests, updates, and documentation from Veterans and respond appropriately.

Call Volume & Workflow Execution

• Spend approximately 6–7 hours per day on phone support.
• Handle all calls using Rocket Benefits’ virtual phone system (Dialpad).
• Maintain call control and professionally redirect conversations when necessary to stay focused and efficient.

Documentation & Accuracy

• Accurately document all conversations, updates, and key details in each Veteran’s file.
• Take fast, clear, and organized notes in real time while speaking with Veterans.
• Ensure internal records support case progress and team coordination.

Team Collaboration

• Work closely with internal teams to ensure timely follow-up and a high-quality client experience.
• Contribute to consistent workflows and service standards across the organization.

Required Qualifications

• Advanced English proficiency (Minimum C2 level) in speaking, listening, reading, and writing.
• Ability to confidently conduct long, professional phone conversations with U.S. Veterans.
• Strong written English skills with the ability to produce clear, accurate internal documentation in real time.
• Strong customer support mindset with a genuine desire to help others, especially Veterans.
• Comfort working in a phone-heavy role (6–7 hours per day).
• Ability to work independently in a fully remote environment and manage priorities without close supervision.
• High attention to detail and ability to multitask while actively engaging in conversations.
• Previous customer support or call center experience is a plus, but not required.

Skills You Must Have

• Call Control & Professional Assertiveness
• Ability to guide conversations, set boundaries, and keep calls productive while remaining respectful and empathetic.
• Fast Note-Taking & Documentation
• Strong typing skills and the ability to capture relevant details accurately during live calls.
• Critical Thinking & Clear Communication
• Ability to identify key information, explain processes clearly, and guide Veterans through next steps.

Additional Competencies

• Empathy, patience, and professionalism when handling sensitive or emotional situations.
• Strong active listening and customer communication skills.
• Comfort working in fast-paced, high-volume support environments.
• Process-driven mindset with the ability to follow structured workflows consistently.