Customer Care Representative - Camp Pendleton

About The Program Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

Position Summary The Customer Care Representative is the first point of contact for WWCC callers. CCRs answer incoming calls, conduct scheduled outreach, support text/email/social media engagement, assess needs, provide resource guidance, and document actions in MCWIITS. CCRs must combine empathy, accuracy, and disciplined documentation.

Key Responsibilities

• Answer incoming calls and conduct scheduled outbound outreach to WIIs and family members.
• Conduct structured interviews and needs assessments to identify appropriate resources, benefits, referrals, and escalation needs.
• Monitor and respond to assigned communication channels, including phone, email, text, and social media support workflows as assigned.
• Document all contacts, attempts, actions, referrals, and follow-up needs in MCWIITS or other Government-authorized systems.
• Make at least three contact attempts at different times of day when required by outreach protocols.
• Escalate sensitive, complex, or urgent matters to NMCMs, FSRs, supervisors, or mandatory reporting authorities as directed.
• Maintain professionalism, confidentiality, and contractor identification in every interaction.

Minimum Qualifications

• High school diploma or equivalent required.
• At least one year of call center, customer service, intake, administrative support, veteran support, or similar experience.
• Strong verbal communication, active listening, and written documentation skills.
• Ability to work rotating shifts, including evenings, overnights, weekends, and holidays, as required.
• U.S. work authorization required; U.S. citizenship may be required for Government system access.
• Ability to complete background/security processing and obtain and maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
• Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
• Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred Qualifications

• Knowledge of Marine Corps culture, veteran benefits, military transition, family readiness, or community resources.
• Experience in Government, healthcare, benefits, crisis-adjacent support, or high-sensitivity customer service.
• Experience with Microsoft Dynamics, Salesforce, Five9, NICE, Genesys, ServiceNow, SharePoint, or other CRM/contact center platforms.

Location

• Camp Pendleton, CA-Contractor Facility, Government Facility, Hybrid.