Customer Service Representative

In this critical role, you will be 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.

Currently, our Team is teleworking from home; however, you must be in proximity to the Camp Lejeune area. Equipment is provided.

CORE FUNCTIONS AND 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

QUALIFICATIONS AND REQUIREMENTS:

• 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
• Reliable internet connection with ability to hardwire to High-Speed Internet (no Wi-Fi)
• Ability to adhere to Multi-Factor Authentication Standards
• 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
• Strong Technical Skills

Preferred:

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

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Job Type: Full-time

Pay: $21.77 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime

Work Location: Remote

Salary : $22