Remote Call Center Agent

JOB SUMMARY

We are looking for experienced Call Center Agent (CCA) to support TRICARE’s Call Center full-time. TRICARE (https://tricare.mil/) is the military healthcare insurance program for active-duty service members, family members of active-duty service members, National Guard and Reserve members.

CCA’s will answer inbound calls from service members and their family members that simply have questions about healthcare benefits.

ABOUT THE COMPANY

Our client is a certified Service-Disabled Veteran Owned Business (SVDOSB). They support a multi-year federal government TRICARE contract by hiring quality call-center professional including veterans and their family members. Veterans and their family members are ideal for this contract because of their knowledge of TRICARE, ability to be trained for several weeks in TRICARE support member services, and possessing the discipline it takes to successfully work from home.

As a “Veteran-Centric” organization, they provide work-from-home call-center work including Call-Center Agents, Call-Center Supervisors, Call-Center Quality Assurance Managers, Call-Center Trainers and Call-Center Operations Managers.

LOCATIONS

CCA's work remotely from the States listed below:

• Alabama
• Kentucky
• New Mexico
• Oklahoma
• Texas
• Georgia
• Maryland
• North Carolina
• South Carolina
• Virginia

BACKGROUND CHECK & DRUG TEST

Must pass a background check and drug test

CLEARANCE

Must be US Citizen and be clearable to Public Trust Level.

EDUCATION

Minimum High School Diploma or GED

TRAINING DATES/HOURS

• Training Class: April 21, 2025
• Monday thru Friday - 8:30AM to 5PM EST
• Must attend and successfully complete eight (8) consecutive weeks of training
• DAILY ON-CAMERA ATTENDANCE IS MANDATORY DURING TRAININGTRAINING PAY - $14.00/hour without benefits

After Training PAY - Minimum $17.20/hour with benefits. See below

POST-TRAINING WORK HOURS

Proven ability to work from home offices Monday through Friday, between the hours of 8:00 AM to 7:00 PM Eastern Time. Exact schedules will be assigned when training is completed.

QUALIFICATIONS

• Retired veterans, and military spouses are ideal for this role given their understanding of military healthcare benefits.
• While call-center experience is note required, ideally, we prefer candidates with recent at-home call center experience with a history of having calls scored for quality and excellent attendance.
• Prior customer service experience is desirable, preferably in a call-center environment handling inbound calls, incoming emails, and chat.
• Excellent Customer-Service experience required.
• An aptitude to serve military members and their beneficiaries with the care, empathy, accuracy, and quality they deserve when calling about their TRICARE benefits is a requirement.
• Excellent communication skills. Ability to adapt to new and different situations, read the behavior of others, have difficult conversations with ease, and defuse and resolve conflict.
• Predictable and reliable attendance.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Be a team player.

TECHNICAL QUALIFICATIONS

• Must provide your own computer and monitor via a wired connection to your home internet service. (No WI-FI, Satellite internet service, Mobile Internet or Hotspots not allowed for this role).
• Minimum download speed 100 MBPS and upload speed 20 MBPS.
• Must be able to connect to the client environment within five (5) minutes. We will supply additional equipment to make your home office comply with our caller security requirements.
• Must have basic user experience with Microsoft Windows and other computer applications.
• Computer must have the following minimum capabilities: 2 GHz 64-bit processor or higher, 8 Gigabyte of RAM required (higher recommended), minimum of 120 GB of available disk space, Microsoft or Apple supported Operating System, Microsoft supported or google chrome internet browser, Citrix Receiver 4.1 or higher (with ability to move to new versions as requested). Candidates must have internet router or modem that can connect PC to the modem via ethernet cable (not via WI-FI). Chrome book computers do not work.

RESPONSIBILITIES

Primary duties may include, but are not limited to:

• Successfully completing eight (8) weeks of paid training and perform duties taught in virtual (at-home) training.
• Responding to questions from callers via telephone and written correspondence regarding benefits, contracts, eligibility, and claims.
• Operating a PC to obtain and extract information, documents information, activities and changes in the database.
• Thoroughly documenting inquiry outcomes for accurate tracking and analysis.
• Coordinating with various functions within team to ensure TRICARE member requests and questions are handled in a timely manner.
• Working with the support of a virtual (at-home) supervisor, receiving and placing follow-up telephone calls / e-mails to answer questions and when necessary, escalating complex requests to senior team members or supervisors.
• Seeking, understanding, and responding to the needs and expectations of internal and external customers in a manner that meets quality, member experience, and first-time issue resolution objectives.
• Respond to customers with the highest level of quality, customer experience, and accuracy.
• Proactively manage issues that prevent your ability to maintain a productive work environment (e.g., local internet issues that impacts your ability to maintain the required connectivity).

BENEFITS

• After sixty (60) days employment, full-time employees will be eligible for full benefits. We allocate the current H&W rate per hour for Health & Welfare (H&W) benefits. H&W will be applied towards eleven (11) paid holidays, paid-time off (PTO), healthcare insurance, long-term and short-term disability insurance, term life insurance and 401K benefits. Any remaining H&W funds will be invested in your 401K account. Employees will be responsible for any part of the medical, dental or vision insurance premiums not covered by H&W, if any.
• Full-time employees are eligible for PTO after 60 days of employment. CSA’s earn five (5) days of PTO during the first year and ten (10) days of PTO during the second year. PTO will be calculated in accordance with Client's benefit policy.
• In summary, our client pays for up to eleven (11) Government holidays in addition to earned PTO which totals to 16 days (128 hours) of paid time off the first year and 21 days (168 hours) of paid time off the second year.

EQUAL OPPORTUNITY

Our client is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer.

CONTACT INFORMATION

• We thank all applicants for their interest. However, only those selected for an interview will be contacted. Please send resumes to Recruiter@TechOpps.net.