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
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 Lejeune, North Carolina Government facility, contractor facility, or approved hybrid arrangement. Candidates must live within a reasonable commuting distance of Camp Lejeune or be willing to relocate