Customer Care Representative Mid

Responsibilities

• Respond to inbound telephone calls, emails, text messages, and other customer inquiries.
• C Conduct scheduled outreach calls according to Government-established outreach requirements.
• Perform basic needs assessments and identify appropriate resources and referrals.
• Accurately document customer interactions, referrals, and follow-up actions in MCWIITS.
• Maintain confidentiality of Personally Identifiable Information (PII) and Protected Health Information (PHI).
• Coordinate with Non-Medical Case Managers for customers requiring additional assistance.
• Make multiple documented contact attempts when required.
• Meet established quality assurance and productivity standards.
• Escalate urgent or high-risk situations following established procedures.
• Participate in required training and maintain proficiency with Government systems and policies

Qualifications

• A minimum of 1-2 years of previous call center experience
• US citizenship and the ability to pass a federal background check
• Ability to handle high call volumes while maintaining professionalism
• Ability to communicate clearly and professionally both verbally and in writing
• Ability to document customer interactions accurately within MCWIITS or similar case management systems
• Demonstrated empathy and professionalism when supporting wounded, ill, and injured service members and their families

Desired Qualifications

• Previous military, veteran, healthcare, or government customer service experience
• Experience working in a call center environment
• Familiarity with military support programs or veteran resources