Customer Care Advocate

Customer Care Advocate

Our Strategic Partner is looking for experienced customer service representatives for a contact center, full-time at-home role starting April 22, 2024

Compensation and Locations: Only candidates living in Alabama, Georgia, Kentucky, New Mexico, North Carolina, Oklahoma, South Carolina, Texas, and Southern Virginia should apply.

Military Spouses and Veterans are encouraged to apply.

While in training you are paid a flat rate of $14.00 p/h. After completing the training, the pay increases to $16.00 p/h (includes $1.00 p/h for meeting required metrics). After 60 days of employment, you are eligible for benefits medical, dental, vision, FSA, 401K, and paid time off benefits. If you already have medical benefits your benefit dollars will be placed in a 401K.

About the Role

Preferred candidates will have inbound call center or customer service experience and know their way around TRICARE benefits. Retired Veterans, and Military Spouses are ideal for this role given the military benefits nature of the training and calls from TRICARE covered beneficiaries.

Your PC or Laptop is used in this role and must be connected via wired connection to your home internet service. Our Strategic Partner will supply additional equipment to make your home office comply with our caller security requirements.

About the Company

Our Strategic Partner is 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, Military Spouses, and Veteran Caregivers in roles in customer engagement handling inbound calls, e-mail, chat, and web-messages for companies that support commercial and government entities.

Our Partner currently supports 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.

Responsibilities

Primary duties may include, but are not limited to:

• Responds to caller questions via telephone (appx 50-60 daily on average with some heavier days during peak insurance renewal season) and written correspondence regarding benefits, contracts, eligibility, and claims.
• Successfully complete seven weeks of paid new hire training and perform duties taught in virtual (at-home) training.
• Operate a PC to obtain and extract information, document interactions, activities, and changes in the database.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Coordinates with various functions within the team to ensure TRICARE member requests and questions are handled in a timely manner.
• Working with the support of a virtual (at-home) supervisor, receives and places 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 Monday through Friday, between the hours of 8:00 AM to 7:00 PM Eastern Time with the understanding that there are a variety of shifts during this time BUT you will work a consistent shift once scheduled.
• 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.

REQUIREMENTS

• 2+ years of Customer service experience preferably handling inbound calls, e-mail, and chat with a minimum of a high school diploma or GED equivalent required. Experience with health insurance a plus.
• 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.
• Team player with a highly developed sense of integrity and commitment to customer satisfaction.
• Predictable and reliable attendance with the ability to pass a drug screen and background check.
• Ability to attend and successfully complete the 7 weeks paid required training beginning on 11/27/2023.
• Be a U.S. Citizen and reside in the States of Alabama, Georgia, Kentucky, North Carolina, New Mexico, Oklahoma, South Carolina, Tennessee, or Texas for this role.
• Tech savvy with experience utilizing MS Windows, Microsoft Office Suite, Zoom, and other computer applications.
• Have a distraction free work environment.

Technical Requirements

• Have your own computer and monitor with accessibility to wired high-speed DSL or Cable modem for a home office; minimum upload and download speed of 40Mx20M. Computer must have the following minimum capabilities: i3 or AMD Ryzen 3 processor or higher (Apple M1 or higher), 4 Gigabytes of RAM minimal (8GB or higher recommended), minimum of 40 GB of available disk space, Windows 10 or higher or Apple supported operating system, with Microsoft, Apple, or Google supported browser, Citrix Receiver 4.1 or higher (with ability to move to new versions as requested). Candidates must have an internet router or modem that can connect PC to the modem via ethernet cable (not via WI-FI). Chrome book computers do not work and Satellite internet service, MOBILE Internet, or Hotspots not allowed for this role.

Job Type: Full-time

Pay: $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year
• 2 years

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Remote

Application Question(s):

• Are you able to complete 7 weeks of job training with the understanding that post training you will work a consistent schedule between 8:00am ET-7:00pm ET?
• Do you have a computer with at least 8 GB Ram and 40 GB of free disk space?

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer Service: 1 year (Required)

Location:

• Oklahoma (Required)

Work Location: Remote