Customer Service Representative II

Job Overview

This position is screening candidates for an awarded contract, but placement is contingent upon available training slots.

SRG is currently seeking highly motivated and empathetic Customer Service Representative II to join our team. In this critical role, you will play a key part in facilitating healthcare needs for our military population by delivering exceptional customer service in a fast-paced contact center environment. As a Customer Service Representative II, you will handle inbound calls, chats, emails, and other written correspondence related to enrollment, claims, referrals, authorizations, and appointments. This is a unique opportunity to combine your passion for serving the military community with your strong customer service skills.

This position is (Remote) the base is in North Carolina, specifically in the Camp Lejeune area. If you are looking for a meaningful role where you can make a direct impact, we would love to hear from you!

Position 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, adhering to published schedule, and prioritizing workload to answer incoming calls
• Document customer interactions and cases in a customer relationship management (CRM) system
• Participate in continuous training and become fully proficient in resolving all customer inquiries
• Regular and consistent attendance
• Strong phone contact handling skills and active listening
• Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application
• Maintain confidentiality and privacy of callers
• Organize and prioritize multiple tasks
• Prolonged periods sitting at a desk and working on a computer

Required Experience

• 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
• Minimum 25 Mbps download without delay / Minimum 10 Mbps upload without delay
• Ability to adhere to Multi-Factor Authentication Standards
• Ability to hardwire to High-Speed Internet (no Wi-Fi)
• Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
• Ability to work under pressure including calmly and effectively dealing with escalating or difficult calls
• Detail-oriented with strong organizational and time-management skills
• Excellent verbal, interpersonal, and written communication skills
• Must be able to lift up to 15 pounds at times

Preferred Qualifications

• TRICARE customer service experience
• Contact center experience to include call center chat messaging
• Military connectedness
• Strong Technical Skills
• Typing/Keyboarding Skills 40 WPM

Job Types: Full-time, Permanent

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Compensation Package:

• Yearly pay

Schedule:

• 8 hour shift

Work Location: In person