AWP After Hours Rep Posting

Principle Choice Solutions LLC • Omaha, NE

8d

About The Position

The Associate will answer incoming calls from Veterans, Families, and caregivers who require after hours assistance from America’s Warrior Partnership ensuring caller satisfaction.

Requirements

• High School Diploma or GED required.
• Required completion of The Fire Watch training certification, including any additional required training, modules, or certifications.
• General office skills and knowledge of standard office equipment.
• Working knowledge of software such as Excel, Word, Outlook and Microsoft Teams.
• Data entry and 10 key experience necessary.
• Excellent verbal and written communication skills.
• Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.
• Must be a U.S. citizen; work sponsorship is not available.

Nice To Haves

• Preferred 1-2 years' experience in customer service, with a focus in social services, crisis response, veteran services, or a related field.

Responsibilities

• Answer incoming after-hours calls with empathy, professionalism, and a veteran-centric mindset.
• Conduct thorough intake conversations to identify callers’ needs and determine appropriate next steps.
• De-escalate stressful or emotionally charged situations using trauma-informed techniques.
• Provide immediate guidance or reassurance while coordinating follow-up actions with daytime case coordinators.
• Accurately summarize and document callers’ needs into the intake form to ensure continuity of care and seamless handoff to case coordinators for timely follow-up actions.
• Utilize internal and external provided systems.
• Maintain access for all required systems, as assigned.
• Acts as an effective team member.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED