Principle Choice Solutions
AWP After Hours Rep Posting
The Role
PRINCIPLE CHOICE SOLUTIONS
AWP After Hours Rep
AWP After Hours Rep
POSITION PURPOSE
The Associate will answer incoming calls from Veterans, Families, and caregivers who require after hours assistance from America’s Warrior Partnership ensuring caller satisfaction.
ORGANIZATION
This position reports to the designated Operations Manager for Principle Choice Solutions
ESSENTIAL FUNCTIONS
- Schedule: Friday 4p-10:30p, Saturday & Sunday 2p-10:30p Weekends and Holidays. (Schedule subject to change)
- 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.
KNOWLEDGE & EXPERIENCE
- High School Diploma or GED required.
- Required completion of The Fire Watch training certification, including any additional required training, modules, or certifications.
- Preferred 1-2 years' experience in customer service, with a focus in social services, crisis response, veteran services, or a related field.
- 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.
General Areas of Accountability
Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company
Performance & Quality Standards
Perform all duties in accordance with established performance expectations, quality standards, and service level requirements, including meeting or exceeding all applicable performance standards and Key Performance Indicators (KPIs) as defined by Principle Choice Solutions. Failure to consistently meet these expectations may result in coaching, corrective action, or other employment actions in accordance with company policy.
Security and Confidentiality requirements
NACi or higher-level security clearance to support government (Dod, VA, ect.) assignments may be required. Due to the after-hours nature of this role, Associates must comply with all Principle Choice Solutions security, confidentiality, and privacy requirements, including HIPAA standards, and ensure their work environment meets all security and privacy standards during assigned shifts, including evenings, nights, weekends, and holidays to protect sensitive information during after-hours operations.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
We will never ask applicants to send money, cash checks, purchase equipment, or provide payment information during the hiring or onboarding process. If you receive such a request from someone claiming to represent our company, it is fraudulent. Please report suspicious messages to [email protected]
Principle Choice Solutions Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Principle Choice Solutions and has not been reviewed or approved by Principle Choice Solutions.
-
Fair & Transparent Compensation — Pay is considered market-competitive for common roles, and postings clearly outline base rates alongside any contract-linked adders. Publicly visible salary ranges align with job ads, supporting clarity about typical pay bands.
-
Healthcare Strength — Core medical, dental, and vision coverage is emphasized in employer materials and postings, with eligibility beginning shortly after hire in some units. Additional wellbeing supports such as EAP and mental health care are highlighted as part of the package.
-
Leave & Time Off Breadth — Paid holidays, PTO, and separate sick time are described in postings and benefits pages, with some roles noting bereavement and volunteer time off. These elements indicate a time-off program that extends beyond a single PTO bucket.
Principle Choice Solutions Insights
What's It Like to Work at Principle Choice Solutions?
Principle Choice Solutions Culture & Values
Principle Choice Solutions Career Growth & Development
What's the Work-Life Balance Like at Principle Choice Solutions?
Principle Choice Solutions Leadership & Management
Principle Choice Solutions Company Growth, Stability & Outlook
Similar Jobs
.png)
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Founded in 2014, Principle Choice Solutions is a 100% Service-Disabled Veteran-Owned Small Business with its headquarters in Northern Virginia and locations across the United States. Our clients include both public and private organizations with end users in all 50 states. We offer diverse, client-centric healthcare business services in the U.S. Despite our rapid growth over the years, we’ve maintained a small company atmosphere, building a culture and work environment that encourages and celebrates the success of each associate. By keeping associates at the forefront of leadership decisions, we have been able to align each individual’s personal development to their professional goals and with the company’s overall vision. This translates to an incredible team, able to satisfy the client’s unique objectives with solutions tailored to the client’s individual needs. Our goal is to offer long-term benefits to clients while reducing operational dysfunction, and we do this by building collaborative relationships that extend beyond project completion.
