What are the responsibilities and job description for the Customer Service Representative position at Revelations Counseling & Consulting LLC?
Customer Service Representative
Location: Remote
FSLA Status: Non-Exempt
Reports to: Shift Supervisor
EEO Category: Administrative Support Workers
Job Summary:
Shift Time: 2:30-11pm or 3:30-12am (There is a possibility of an earlier shift but these are the hiring shifts. Training is from 9-5:30pm. Must be present for all training sessions)
Revelations is proud to be on a mission to serve our nation’s heroes. In this critical role, you will be in the front-lines facilitating our military populations’ health care needs by providing outstanding customer service in a fast-paced contact center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.
Duties/Responsibilities:
- Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence.
- Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
- Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule, prioritize workload to answer incoming calls and maintain consistent attendance.
- Document customer interactions and cases in a customer relationship management (CRM) system.
- Participates in continuous training and become fully proficient in resolving all customer inquiries
- Regular and consistent attendance
Education and Experience:
Required
- High School diploma or GED
- U.S. Citizenship
- Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
- At least two years of professional work experience in a customer service environment
- Excellent verbal and writing skills.
- Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.
Preferred
- TRICARE customer service experience
- Contact center experience to include call center chat messaging
- Military connectedness
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
