Call Center Agents

Strategic Resilience Group; North Carolina; Hybrid; USD 36,000 - 56,000; Full time

Job summary

Strategic Resilience Group seeks a Customer Support Specialist to accurately respond to TRICARE beneficiary and provider inquiries via phone, chat, email, or other written correspondence. You will own issues, use good judgement, and resolve inquiries in a timely manner.

The role requires at least two years in customer service, a high school diploma or GED, and the ability to work from a quiet home office with reliable high-speed internet.

Qualifications

• High School diploma or GED.
• Able to pass Interim and final DoD background investigation.
• At least two years of professional work experience in a customer service environment.
• Must have reliable high-speed internet (no Wi-Fi).
• Ability to work from a quiet, distraction-free home office.
• Ability to work under pressure and handle difficult calls.
• Detail-oriented with strong organizational and time-management skills.

Responsibilities

• Accurately answer health care inquiries for TRICARE beneficiaries & providers via phone, chat, email, or written correspondence.
• Take ownership of issues and resolve inquiries on first contact using available tools.
• Meet department productivity and attendance metrics and adhere to published schedules.
• Document customer interactions and cases in a CRM system.
• Participate in ongoing training to become proficient at resolving inquiries.
• Maintain confidentiality and privacy of caller information.
• Organize and prioritize multiple tasks while managing a workload.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Organizational skills

Phone handling

Education

High School diploma or GED

Tools

CRM software

MFA compliance

Ergonomic home office setup

Job description

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
• 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

Contact center experience to include call center chat messaging

Military connectedness

Strong Technical Skills

Typing/Keyboarding Skills 40+ WPM