Customer Service Representative III / Shift Lead- San Francisco VA Health Care System

Position Summary

The Customer Service Representative III / Shift Lead oversees daily operator activities, supports shift coverage, monitors call flow, and assists with emergency communication procedures. This role serves as the on-shift supervisor and provides operational support as an alternate to the Program Coordinator.

Essential Duties and Responsibilities

• Oversee operator performance, shift coverage, and daily coordination of assigned personnel.
• Prepare duty schedules, PTO coverage plans, and shift assignments to support continuous service requirements.
• Monitor call flow, customer service quality, and adherence to established communication procedures.
• Conduct audits of telephone instruments, supplies, and work area readiness.
• Prepare incident reports, caller complaint documentation, and related operational records as required.
• Train new operators on procedures, communication expectations, and contract-specific requirements.
• Support emergency response procedures, escalation protocols, and timely communication with appropriate personnel.
• Serve as an on-shift resource for operators and assist with resolving routine operational issues.

Minimum Qualifications

• Minimum of two (2) years of call center, switchboard, customer service, or related communication experience.
• Minimum of one (1) year of supervisory, lead, or team coordination experience.
• Strong communication, customer service, and documentation skills.
• Ability to work in a fast-paced environment and respond appropriately to urgent or emergency communications.
• Must be eligible to successfully complete required VA background checks.

Preferred Competencies

• Shift leadership and operator support
• Schedule coordination and coverage planning
• Customer service quality and professionalism
• Emergency communication support
• Documentation accuracy and follow-through