Experienced Remote Customer Service Representative for TRICARE Program - Delivering Exceptional Support to Military Families and Healthcare Providers
Welcome to blithequark
At blithequark, we are dedicated to serving our nation's heroes by providing top-notch customer service in a fast-paced contact center environment. As a mission-driven organization, we are committed to making a positive impact on the lives of military families and healthcare providers. Our team is passionate about delivering exceptional support and ensuring that our customers receive the best possible experience. If you share our passion for serving others and have a strong background in customer service, we encourage you to join our team as a Remote Customer Service Representative for the TRICARE program.
About the Role
Key Responsibilities
- Accurately and professionally answer healthcare inquiries and provide resolutions to TRICARE beneficiaries and providers over the phone, chat, email, or other written correspondence.
- Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgment, and the tools at your disposal to resolve customer issues on the initial contact.
- Meet department productivity and performance metrics, including consistent and regular attendance, and adhere to published schedules to prioritize your workload and answer incoming calls.
- Document customer interactions and cases in a customer relationship management (CRM) system to ensure seamless communication and follow-up.
- Participate in continuous training to become fully proficient in resolving all customer inquiries and stay up-to-date with the latest policies and procedures.
- Maintain regular and consistent attendance to ensure that our customers receive the best possible support.
Working Conditions
Requirements
- 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
- Excellent verbal and writing skills.
- Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.
Preferred Qualifications
- TRICARE customer service experience
- Contact center experience, including call center chat messaging
- Military connectedness
Competencies and Skills
- Proficient data entry skills and ability to meet daily call and chat requirements.
- Team-Building / Team Player: ability to influence the actions and opinions of others in a positive direction and build group commitment.
- Organizational Skills: ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
- Information Management: ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
- High Intensity Environment: ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
- Empathy / Customer Service: customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.
- Coping / Flexibility: resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
- Computer Literacy: ability to function in a multi-system Microsoft environment using Word, Outlook, Intranet, the Internet, and department software applications.
- Communication / People Skills: ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
- Commitment to Task: ability to conform to established policies and procedures; exhibit high motivation.