Customer Service Representative (CSR)
MINIMUM QUALIFICATIONS:
High School Diploma
One year of customer service
A combination of education, certification training, and/or experience may suffice for the above requirements
Obtain and maintain a DoD Secret Clearance (BAC will cover costs, but job retention is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship
Satisfy Florida Department of Children and Families (DCF) Level 2 background screening requirements.
Obtain a RAPIDS Certification (Certification occurs as part of the onboard training).
Basic IT experience or knowledge
PREFERRED QUALIFICATIONS:
Advanced knowledge of Microsoft Office Suite and/or Google Suite
Prior military experience
Current or previously held DOD Secret clearance
Any DoD Approved 8570 / 8140 baseline certifications (CompTIA, ITIL, ISC2, GIAC, etc.)
In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.
KNOWLEDGE, SKILLS, AND ABILITIES:
Safeguarding data and beneficiary information. Ability to handle confidential employment information with tact and discretion.
Due to the nature of the position, will need communication skills, both orally and in writing in English.
Knowledge of principles and procedures for employee support services.
Knowledge of the Health Insurance Portability and Accountability Act (HIPAA)
Operate a computer using Microsoft Office Suite and applicable department/organization-specific software.
Skilled in the following: Time Management, Critical Thinking, Customer Service, Data Entry, Listening, Phone, Verbal Communication, Building Relationships, People Skills, Interpersonal, Problem Solving, Multitasking.
Interpret and efficiently implement all applicable policies and procedures.
Establish and maintain effective and collaborative working relationships with those contacted in the course of work.
WORK AUTHORIZATION/SECURITY CLEARANCE:
Authorized to obtain and maintain authorized access to work on government installations and IT Systems.
JOB SUMMARY:
Answer incoming calls from Department of Defense (DoD) and military veteran customers, troubleshoot, and resolve Tricare health insurance beneficiary support, web service, and communications issues.
ESSENTIAL FUNCTIONS:
The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business needs.
Responds to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes.
Apply strict guidelines for safeguarding the confidentiality of sensitive information to be processed. Follow appropriate actions to be taken in line with the policies and procedures surrounding confidential information.
Document customer case notes in ServiceNow IT Service Management (ITSM) ticketing system.
Requires the performance of decision-making activities due to occasional unpredictable and random customer inquiries requiring choices between a variety of procedures.
Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.
Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Memberor family.
Research, identify and explain problems and resolutions in a minimum amount of time. Other tasks are performed as required.
Availability:
Full Time
8-10 week training period: M-F 9 am - 5:30 pm
Typical shift time (post-training): M-F, shift times between 8 am - 8 pm
Benefits:
Free medical insurance for employees
Paid holidays per contract
Paid vacation (Available to use after
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