Call Center Agents

Strategic Resilience Group; Virginia; Hybrid; USD 32,000 - 60,000; Full time

Job summary

Strategic Resilience Group seeks a dedicated customer service professional to accurately answer TRICARE inquiries for beneficiaries and providers by phone, chat, email, or other written correspondence. You will own issues, document interactions in a CRM, meet productivity metrics, and participate in ongoing training to resolve inquiries with professionalism and discretion from a remote home-based setup.

Strong communication, multi-tasking, and adherence to DoD standards are essential for success

Qualifications

• Excellent verbal, interpersonal, and written communication skills.
• Detail-oriented with strong organizational and time-management skills.
• Ability to work under pressure and calmly handle difficult calls.
• Must be able to work from a quiet, distraction-free home environment.

Responsibilities

• Accurately and professionally answer health care inquiries and provide resolutions.
• Take ownership of issues and resolve on initial contact when possible.
• Document customer interactions in a CRM system.
• Meet productivity and attendance metrics and adhere to schedule.
• Participate in ongoing training to become proficient in resolving inquiries.

Skills

Customer service

Active listening

Verbal communication

Written communication

Attention to detail

Time management

Multitasking

CRM software

Phone handling

Remote work

Education

High School diploma

Tools

CRM system

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 disposition 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