Remote Customer Care Advocate for Tricare - Virtual in Alabama Only

About the role

VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries. The next new hire class begins October 26, 2026.

Job Duties

• Responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims.
• Successfully completing eight weeks of paid virtual (at-home) training and applying learned skills on the job.
• Operating a PC to extract information, document inquiries, and track activities in the database.
• Thoroughly documenting inquiry outcomes for accurate tracking and analysis.
• Cooking with team members to ensure timely handling of TRICARE member requests.
• Working under the supervision of a virtual (at-home) supervisor to answer questions and escalate complex issues when necessary.
• Maintaining a productive work environment and proactively addressing issues such as internet connectivity challenges.

Requirements

• Must be a U.S. Citizen.
• Must reside in an eligible hiring state per the job post.
• Minimum of 2 years of customer service experience; call center experience is strongly preferred.
• Successfully pass a drug screen, background check, and U.S. government security clearance.
• Successfully complete the required 8-week paid training program.
• Have a high school diploma or equivalent.
• Have reliable and predictable attendance.
• Have a personal PC or laptop that meets the minimum technical requirements for training.
• Have a wired, high-speed internet connection.
• Have a functional webcam and microphone.

Qualifications

• Strong attendance and dependability.
• The ability to connect to the client environment within 5 minutes.
• A minimum typing speed of 35 WPM.
• The ability to lift up to 35 pounds of computer equipment.
• Proficiency with Windows and common computer applications.
• Strong verbal and written communication skills.
• The ability to remain professional and empathetic when handling difficult customer interactions.
• The ability to quickly learn new systems, processes, and procedures.
• A strong commitment to customer service and supporting military members and their families.

Skills

• Excellent communication and active listening skills.
• Conflict resolution and de-escalation skills.
• Professionalism and sound judgment.
• Integrity and accountability.
• Empathy and a strong customer-service mindset.
• The ability to adapt quickly to new systems and processes.
• The ability to work independently while contributing effectively as part of a team.
• A genuine commitment to serving military members, Veterans, and their families.

Pay

While in training you are paid a flat rate. After completing the training, the pay increases. After 60 days employment you are eligible for benefits medical, dental, vision, FSA, 401K, and paid time off benefits. If you already have medical benefits you want to keep it, you can and allocate your benefit dollars elsewhere. Note: The pay range during training starts at $15 per hour, and increases post-training, with additional consideration for periodic increases. Performance incentives are also offered for the role. Full-time, long-term employment (not seasonal or contract).

Benefits

• Paid time off (PTO)
• Medical, dental, and vision coverage
• Long- and short-term disability
• Term life insurance
• 401K retirement plan

Schedule

Full-time, long-term employment (not seasonal or contract).

Benefits Package

• 11 paid holidays
• Competitive Benefits Package

Retention Bonus

VGS is offering a $1,000 Retention Bonus to eligible employees hired into this class. First Payment: $500 — paid after the employee successfully completes 6 months in production. Second Payment: $500 — paid after the employee successfully completes 1 year in production. Eligibility: The employee must be actively employed by VGS on the date each bonus payment is made. Notice Requirement: The employee must not have submitted a resignation or received notice of termination before the applicable bonus payment date. Payment: Each installment will be paid after VGS verifies that all applicable eligibility requirements have been satisfied. Additional terms and conditions may apply. Retention bonus eligibility is subject to VGS verification and applicable company policies.