Call Center Agents

Position Responsibilities

Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email, or other written correspondence
Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
Meet department productivity and performance metrics to include consistent and regular attendance, adhering to published schedule, and prioritizing workload to answer incoming calls
Document customer interactions and cases in a customer relationship management (CRM) system
Participate in continuous training and become fully proficient in resolving all customer inquiries
Regular and consistent attendance
Strong phone contact handling skills and active listening
Utilize a multi-screen computer system including a Customer Relationship Management (CRM) application
Maintain confidentiality and privacy of callers
Organize and prioritize multiple tasks
Prolonged periods sitting at a desk and working on a computer

Required Qualifications

High School diploma or GED
U.S. Citizenship
Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
At least two years of professional work experience in a customer service environment
Minimum 25 Mbps download without delay / Minimum 10 Mbps upload without delay
Ability to adhere to Multi-Factor Authentication Standards
Ability to hardwire to High-Speed Internet (no Wi-Fi)
Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
Ability to work under pressure including calmly and effectively dealing with escalating or difficult calls
Detail-oriented with strong organizational and time-management skills
Excellent verbal, interpersonal, and written communication skills
Must be able to lift up to 15 pounds at times

Preferred Qualifications

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