Customer Service Representative Tricare - Remote in South Carolina SC

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.

Note - You must be physically present and working from an eligible hiring state to be considered for this role. Only candidates living in Alabama, Georgia, Kentucky, New Mexico, North Carolina, Oklahoma, South Carolina, Texas, and Hampton Roads, VA, will be considered.

VGS is looking for experienced contact center skilled, full-time at-home, inbound benefit support representatives handling calls from TRICARE callers for our next new hire class starting Sept 30, 2024.

Only U.S. Citizens living in Alabama, Georgia, Kentucky, New Mexico, North Carolina, Oklahoma, South Carolina, Texas, and Southern Virginia should apply. Preferred candidates will have call center or customer service experience. Retired Veterans, and Military Spouses are ideal for this role given the military benefits nature of the training and calls from TRICARE covered beneficiaries.

If you are looking for long term employment as an employee (not contractor, not seasonal), full-time, with seven weeks paid training, supporting callers that simply have questions about Veteran healthcare provided by TRICARE, you are encouraged to apply. Our positions provide eleven (11) paid holidays, paid time off benefits, healthcare, long and short time disability, term life, and 401K benefits..

Highly successful candidates will need recent at-home call center support with a history of having calls scored for quality and excellent attendance. We will conduct a pre-employment background checks and validate you are a citizen of the United States.

Your PC or Laptop is used in this role and must be connected via wired connection to your home internet service and you must be able to connect to the client environment within five (5) minutes. We will supply additional equipment to make your home office comply with our caller security requirements.

Join us in our quest to deliver unparalleled support to those who have done so much for our country – our military and their families!

The Opportunity

Primary Duties May Include, But Are Not Limited To

• Responds to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims.
• Successfully complete five weeks of paid new hire training and perform duties taught in virtual (at-home) training.
• Operate a PC to obtain and extract information, documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Coordinates with various functions within team to ensure Tri-care member requests and questions are handled and in a timely manner.
• Working with the support of a virtual (at-home) supervisor, receives and place follow-up telephone calls / e-mails to answer questions and when necessary, escalate complex requests to senior team members or supervisors.
• Seeks, understands, and responds to the needs and expectations of internal and external customers in a manner that meets quality, member experience, and first-time issue resolution objectives.
• Proven ability to work from home offices Monday through Friday, between the hours of 8:00 AM to 7:00 PM Eastern Time.
• Prior customer service experience is desirable, preferably in a call-center environment handling inbound calls, e-mail, and chat.
• A genuine desire to support customers with the highest level of quality, customer experience, and accuracy.
• Proactively manage issues that prevent your ability to maintain a productive work environment (e.g., local internet issues that impacts your ability to maintain the required connectivity).
  
  

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 $14 per hour, and increases post-training, with additional consideration for periodic increases. Performance incentives are also offered for the role.

About VGS

We’re a certified Service Veteran and Minority Owned company, founded as an information technology company in 2008. The company has expanded into providing job opportunities for Veterans, Veteran Spouses, and Veteran Care givers in roles in customer engagement handling inbound calls, e-mail, chat, and web-messages for companies that support commercial and government entities.

Our mission is to support a multi-year agreement providing “Veteran-Centric” at-home customer engagement representatives, supervisors, quality assurance, trainers, and operations managers with experience in working in an automated call center environment. Your knowledge of TRICARE, ability to be trained for several weeks in TRICARE support member services, and ability to work in your home-based office will position you for this exciting opportunity.

Auto req ID

423129BR

Minimum Education Required

High School/GED

Job_Category

Health/Medical other

Qualifications

Additional Qualifications/Responsibilities

• Excellent communication skills – ability to adapt to new and different situations, read the behavior of others, have difficult conversations with ease, and defuse and resolve conflict.
• An aptitude to serve military members and their beneficiaries with the care, empathy, accuracy, and quality they deserve when calling about their TRICARE benefits is a requirement.
• Customer service experience is desired - Call center experience is ideal.
• Predictable and reliable attendance.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Be a team player.
• Ability to pass a drug screen and background check.
• Ability to attend and successfully complete the 7 weeks paid required training.
• Have a minimum of a High school diploma or equivalent.
• Be a U.S. Citizen and reside in the States of Alabama,Georgia, Kentucky, North Carolina, New Mexico, Oklahoma, South Carolina, or Texas for this role.
• Handy with MS Windows and other computer applications .
• Have your own computer and monitor with accessibility to wired high speed DSL or Cable modem for a home office (Satellite internet service, MOBILE Internet. or Hotspots not allowed for this role); minimum download and upload speed of 40Mx20Mbs. Computer must have the following minimum capabilities: 2 GHz 64-bit processor or higher, 8 Gigabyte of RAM required ( higher recommended), minimum of 20 GB of available disk space, Microsoft or Apple supported Operating System, Microsoft supported or google chrome internet browser, Citrix Receiver 4.1 or higher (with ability to move to new versions as requested).. Candidates must have internet router or modem that can connect PC to the modem via ethernet cable (not via WI-FI). Chrome book computers do not work.
  
  

City*

Charleston

State*

South Carolina

Job Code

Work_From_Home WFH

Affiliate Sponsor

Veteran Government Services