Customer Service Representative

BAC; Town of Florida (NY); On-site; USD 20,173 - 28,731; Full time

Benefits offered by this job

Free medical, dental, and vision insurance

401(k) plan participation

Paid holidays and sick time

Paid vacation after one year

Job summary

BAC is looking for dedicated customer service representatives to assist Department of Defense and military veteran customers with Tricare health insurance support. Candidates should possess an ability to troubleshoot various issues and work effectively with clients.

The role requires a High School Diploma, one year of customer service experience, and the ability to maintain a DoD Secret clearance. The hourly wage is $17.75 with a comprehensive benefits package.

Qualifications

• High School Diploma required.
• One year of customer service experience preferred.
• Ability to obtain and maintain a DoD Secret Clearance.

Responsibilities

• Answer customer inquiries and troubleshoot issues.
• Document customer interactions in ITSM system.
• Resolve inquiries and escalate issues when necessary.

Skills

Customer service experience

Basic IT experience

Communication skills

Problem solving

Time management

Education

High School Diploma

Tools

Microsoft Office Suite

Google Suite

Job description

Job Overview

Answer incoming calls from Department of Defense (DoD) and military veteran customers, troubleshoot, and resolve Tricare health insurance beneficiary support, web service, and communications issues. Candidates must be able to obtain and maintain a DoD SECRET security clearance. BAC will sponsor selected candidates to obtain this clearance.

Essential Functions

• Respond to customer inquiries using knowledge and systems, applying independent judgment and decision-making regarding established processes.
• Apply strict guidelines for safeguarding the confidentiality of sensitive information according to policies and procedures.
• Document customer case notes clearly and concisely in the ServiceNow IT Service Management (ITSM) ticketing system.
• Make decisions on unpredictable inquiries requiring choice among procedures.
• Listen actively, ask probing questions, and communicate effectively to determine customer needs and provide direction, even when the request is not explicitly stated.
• Determine requirements by working with customers; clarify information, research, locate, and provide it.
• Process Military Service Member inquiries and complaints received via telephone or Fax Server.
• Resolve problems by clarifying issues, researching and exploring solutions, implementing them, and escalating unresolved problems.
• Operate PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or their family.
• Research, identify, and explain problems and resolutions within a minimum timeframe; perform other tasks as required.

Supervisory Responsibilities

• None

Minimum Qualifications

• High School Diploma
• One year of customer service experience
• Combination of education, certification, training, or experience may suffice
• Ability to obtain and maintain a DoD Secret Clearance (BAC will cover costs; job retention contingent on clearance)
• Initial clearance documents: Social security card, birth certificate, proof of citizenship
• Must satisfy Florida Department of Children and Families (DCF) Level 2 background screening requirements
• Must obtain a RAPIDS Certification during onboarding training
• Basic IT experience or knowledge

Preferred Qualifications

• Advanced knowledge of Microsoft Office Suite and/or Google Suite
• Prior military experience
• Current or previously held DOD Secret clearance
• DoD Approved 8570 / 8140 baseline certifications (e.g., CompTIA, ITIL, ISC2, GIAC)

Knowledge, Skills, and Abilities

• Safeguard data and beneficiary information with tact and discretion
• Effectively communicate orally and in writing in English
• Knowledge of principles and procedures for employee support services
• Knowledge of HIPAA regulations
• Operate a computer using Microsoft Office Suite and relevant software
• Skills in time management, critical thinking, customer service, data entry, listening, phone, verbal communication, relationship building, people skills, interpersonal savvy, problem solving, multi-tasking
• Interpret and implement policies and procedures efficiently
• Manage multiple priorities to meet deadlines
• Establish and maintain effective working relationships with contacts in the course of work
• Attend work regularly and arrive punctually for the designated schedule

Physical Requirements

Tasks involve sitting for extended periods of time. Can be performed with or without reasonable accommodations.

Environmental Requirements

Tasks are regularly performed indoors without exposure to adverse conditions (e.g., dirt, heat, cold, rain, fumes).

Sensory Requirements

Some tasks require manual dexterity, as well as visual and hearing acuity.

Availability & Working Hours

Full time. 8‑10 week training period: M‑F 9 am – 5:30 pm. Post‑training shift times between 8 am and 8 pm, Monday‑Friday.

Salary

$17.75/hr.

Benefits

• Free medical, dental, and vision insurance with buy‑up option
• Medical opt‑out plan available for qualified employees
• Paid holidays and sick time
• Paid vacation after one year of employment, based on hours worked
• Full‑time employees eligible to participate in the 401(k) plan on the first of the month following hire
• Additional supplemental benefits: Accident, Critical Illness, Short Term Disability, Hospital
• Employee Assistance Program

Equal Employment Opportunity Statement

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. We are a Drug-Free Workplace.