Remote Customer Care Advocate for Tricare - Virtual in Kentucky Only

Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Retired Military personnel and Veteran Spouses with customer service experience are strongly encouraged to apply. Note - You must be physically present and working from an eligible hiring state to be considered for this role. Your resume must clearly reflect at least 2 years of customer service experience to be considered. Founded in 2008 as a Service-Disabled Veteran and Minority-Owned IT company, VGS has grown into a trusted partner in veteran-centric customer engagement. We proudly employ Veterans, Military Spouses, and Caregivers in roles supporting both commercial and government clients. VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries. Our next new hire class begins October 26, 2026. Job Duties Include 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.Coordinating 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.Meeting quality, member experience, and first-time resolution objectives while responding to customer needs.Maintaining a productive work environment and proactively addressing issues such as internet connectivity challenges. The Pay While in training you are paid a 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). 8 weeks of training. Competitive Benefits Package, Including 11 paid holidays Paid time off (PTO) Medical, dental, and vision coverage Long- and short-term disability Term life insurance 401K retirement plan Employees become eligible for benefits after 60 days of employment, subject to applicable plan requirements. 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. #RemoteJobs #WAH #VirtualOffice Auto req ID 482086BR Minimum Education Required High School/GED Additional Qualifications/Responsibilities Candidates must meet all of the following 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.Must successfully pass a drug screen, background check, and U.S. government security clearance.Must successfully complete the required 8-week paid training program.Must have a high school diploma or equivalent.Must have reliable and predictable attendance.Must have a personal PC or laptop that meets the minimum technical requirements for training.Must have a wired, high-speed internet connection.Must have a functional webcam and microphone. Successful Candidates Should Have A quiet, professional, and distraction-free homework environment.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. During training, candidates will use their own equipment. Computer requirements: Operating System: Windows 10 or newer Mac devices must have macOS 13 Ventura or newer RAM: Minimum 4 GB; 8 GB recommended Available Disk Space: At least 120 GB Browser: Microsoft Edge or Google Chrome Webcam: Required Microphone: Required Internet Requirements Minimum 100 Mbps download / 20 Mbps upload Computer must connect to the router/modem using an Ethernet cable The Following Are NOT Permitted Wi-Fi as the primary connection Wi-Fi extenders Satellite internet, including Starlink Mobile internet Hotspots Cellular-based internet services VPN connections The Following Devices Are NOT Supported Tablets Chromebooks Mobile devices Candidates must have a modem or router that allows the computer to connect directly through an Ethernet cable Certificates/Security Clearances/Other Desired 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. City* Louisville State* Kentucky Job_Category Health/Medical other Job Code Work_From_Home WFH Affiliate Sponsor Veteran Government Services Salary Range $30,000-$45,000