Customer Care Advocate

at  Veteran Government Services LLC

Description:
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 September 2, 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 TRICAE 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.
Our pre-interview sessions for this class late July to early August?2024.?
Join us in our quest to deliver unparalleled support to those who have done so much for our country – our military and their families!

QUALIFICATIONS

• 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 8?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.

• 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)