Customer Service Executive- Global First Call Desk

Overall purpose of the role

At International SOS we work to protect global workforces from health and security threats. We make a meaningful impact every day by safeguarding people and saving lives worldwide, 24/7.

Are you passionate about delivering exceptional customer service and making a difference in the lives of others? Join International SOS as a TRICARE Customer Service Executive and become the first point of contact for U.S. military personnel and their families, providing vital operational support to those accessing healthcare through the TRICARE Overseas Program (TOP).

About The Role

As a TRICARE Customer Service Executive ("CSE") on the Global First Call Desk ("GFCD"), you will:

• Respond to calls and inquiries from current or former U.S. military members and their families worldwide.
• Assist with healthcare access, enrollment, and claims requests.
• Coordinate medical appointments, process authorization requests, and liaise with healthcare providers globally.
• Maintain accurate case records in Salesforce CRM and escalate complex cases as needed.
• Provide empathetic, professional, and timely support to ensure every customer’s needs are met.
  
  
  

What you'll bring

We’re Looking For Individuals Who Are

• Customer Service Oriented: You’re skilled at listening, problem-solving, and meeting customer needs.
• Team Players: You thrive in a collaborative environment and contribute to team success.
• Detail-Oriented: You manage multiple tasks efficiently while maintaining accuracy.
• Resilient Under Pressure: You maintain composure and deliver excellent service in high-pressure situations.
  
  
  

Key Qualifications

Education: College graduate preferred; high school diploma or equivalent required.

Experience: Customer service experience essential. Additional experience in travel, translation, education, or NGOs is a plus. Military experience is also highly preferred!

Skills: Proficient in typing, MS Office Suite, and web browsing. Salesforce CRM experience is a plus.

Languages: Fluency in English (written and oral) required; Spanish or other bilingual skills are highly desirable.

This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

This position operates on a shift-based schedule to support our global clientele.

Why join International SOS?

At International SOS, we’re committed to providing lifesaving healthcare solutions to those who serve. In return, we offer:

• A collaborative and inclusive work environment.
• Opportunities to grow your career in a global organization.
• The chance to positively impact the lives of U.S. military personnel and their families.
  
  
  

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.