Call Center Agents

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.
• Maintain 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.

Required Qualifications

• Possess a High School diploma or GED.
• Be a U.S. Citizen.
• Pass an interim and adjudicated final Department of Defense (DoD) background investigation.
• Have at least two years of professional work experience in a customer service environment.
• Have a minimum of 25 Mbps download speed without delay and a minimum of 10 Mbps upload speed without delay.
• Be able to adhere to Multi-Factor Authentication Standards.
• Be able to hardwire to High-Speed Internet (no Wi-Fi).
• Be able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction.
• Be detail-oriented with strong organizational and time-management skills.
• Have excellent verbal, interpersonal, and written communication skills.
• 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 of 40+ WPM.