Remote Customer Care Advocate for Tricare - Virtual in Oklahoma Only

About the role

VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries.

Responsibilities

• 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.
• 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.

Benefits

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

Pay

• During training, you are paid a flat rate.
• After completing the training, the pay increases.
• After 60 days employment, you are eligible for benefits.
• 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).

Schedule

• Full-time, at-home positions.

Benefits Package

• 11 paid holidays.
• Retirement plan.
• Medical, dental, and vision coverage.
• Long- and short-term disability.
• Term life insurance.
• 401K retirement plan.

Retention Bonus

• $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.