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Strategic Resilience Group LLC Linkedin · Posted 4d ago

Call Center Agents

Camp Lejeune

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Indexed description

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

  • TRICARE customer service experience
  • Contact center experience to include call center chat messaging
  • Military connectedness
  • Strong Technical Skills
  • Typing/Keyboarding Skills 40+ WPM
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