What are the responsibilities and job description for the Call Center Agents position at Strategic Resilience Group LLC?
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
- 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
- TRICARE customer service experience
- Contact center experience to include call center chat messaging
- Military connectedness
- Strong Technical Skills
- Typing/Keyboarding Skills 40 WPM