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 passionate about making a positive impact on the lives of our military community. If you share our passion for delivering exceptional support and have a proven track record in customer service, we invite you to join our team as a Remote Customer Service Representative for TRICARE.
Job Overview
In this critical role, you will be the frontline representative facilitating the healthcare needs of our military population. You will respond to inbound calls, chats, emails, or other written correspondence regarding enrollment, claims, referrals, authorizations, and appointments. As a customer-focused individual, you will combine your passion for the military community with your proven customer service skills to provide outstanding support to TRICARE beneficiaries and providers.
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, adhering to published schedules, and prioritizing workload to answer incoming calls.
- Document customer interactions and cases in a customer relationship management (CRM) system.
- Participate in continuous training to become fully proficient in resolving all customer inquiries.
- Regular and consistent attendance is required to ensure seamless support to our military community.
Working Conditions
- Ability to cover any work shift, including flexibility to work overtime if needed.
- Onsite: Works within a standard office environment (note: this role is remote, but occasional onsite work may be required).
- Remote: Private and secure work space and work station with high-speed internet is required to ensure seamless connectivity and data security.
- Extensive computer work with prolonged sitting, wearing of a headset, typing, and speaking on the phone.
Education and Experience
Required
- 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, with a proven ability to work independently in a remote work environment.
Preferred
- TRICARE customer service experience.
- Contact center experience, including call center chat messaging.
- Military connectedness, such as prior military service, military spouse, or family member.
Competencies and Technical Skills
To succeed in this role, you will need to demonstrate the following competencies and technical skills:
- Proficient data entry skills, with the ability to meet daily call and chat requirements.
- Team-Building / Team Player: 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.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Remote Customer Service Representative for TRICARE, you will have access to continuous training and development opportunities to enhance your skills and knowledge. You will also have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer service.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, empathy, and teamwork. We believe in creating a work environment that is inclusive, supportive, and empowering. As a remote employee, you will be part of a virtual team that is connected through technology and shared goals. We encourage open communication, collaboration, and innovation, and we recognize and reward outstanding performance and contributions.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a hourly rate of $18.25 - $22.00, plus an extra health and wellness fringe benefit of $4.57 per hour. Our benefits package includes a range of perks, such as flexible scheduling, remote work options, and opportunities for professional growth and development.
Conclusion
If you are a customer-focused individual with a passion for delivering exceptional support to our military community, we invite you to apply for the Remote Customer Service Representative for TRICARE role at blithequark. This is an exciting opportunity to join a talented team of professionals who share your values and commitment to excellence. Apply today and take the first step towards a rewarding career with blithequark!
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