At arenaflex, we're dedicated to serving our nation's heroes by providing exceptional healthcare support. As a REMOTE Customer Service Representative - TRICARE, you'll be at the forefront of facilitating the health care needs of our military populations. If you're passionate about delivering outstanding customer service and have a proven track record in a fast-paced Contact Center environment, we want to hear from you.
**Job Summary**
In this critical role, you'll be responsible for providing top-notch customer service to TRICARE beneficiaries and providers through various communication channels, including phone, chat, email, and written correspondence. You'll be the first point of contact for our military community, addressing their health care inquiries, resolving issues, and providing resolutions to enrollment, claims, referrals, and authorizations. Your passion for serving those who serve will shine through in every interaction, making a tangible difference in the lives of our nation's heroes.
**Key Responsibilities**
As a REMOTE Customer Service Representative - TRICARE, your key responsibilities will include:
* Accurately and professionally answering health care inquiries and providing resolutions to TRICARE beneficiaries & providers over the phone, chat, email, or other written correspondence.
* Effectively and professionally answering customer inquiries by taking ownership of issues, utilizing sound judgment, and the tools at your disposal to resolve customer issues on the initial contact.
* Meeting department productivity and performance metrics, including consistent and regular attendance, adhering to published schedules, and prioritizing workload to answer incoming calls.
* Documenting customer interactions and cases in a customer relationship management (CRM) system.
* Participating in continuous training to become fully proficient in resolving all customer inquiries.
* Regular and consistent attendance.
**Working Conditions**
As a REMOTE Customer Service Representative - TRICARE, you'll be working in a private and secure workspace with high-speed internet. You'll be required to:
* Cover any work shift, including evenings, weekends, and holidays.
* Work overtime, if needed.
* Maintain a standard office environment, with minimal distractions.
* Extensive computer work, including prolonged sitting, wearing a headset, typing, and speaking on a phone.
**Education & Experience**
To be successful in this role, you'll need:
* A High School diploma or GED.
* U.S. Citizenship.
* The ability 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 literacy and experience navigating multiple screens or web browsers at one time.
* Proven ability to work independently in a remote work environment.
**Preferred Qualifications**
While not required, we prefer candidates with:
* TRICARE customer service experience.
* Contact center experience, including call center chat messaging.
* Military connectedness.
**Competencies**
To excel in this role, you'll need to possess the following competencies:
* **Technical Skills**: Proficient data entry skills, 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.
* **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 & Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills. As a REMOTE Customer Service Representative - TRICARE, you'll have access to:
* Ongoing training and development opportunities to enhance your customer service skills and knowledge of TRICARE policies and procedures.
* Regular feedback and coaching to help you improve your performance and achieve your goals.
* Opportunities for career advancement and professional growth within the organization.
**Work Environment & Company Culture**
arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. We're committed to creating a workplace culture that's inclusive, respectful, and empowering. As a REMOTE Customer Service Representative - TRICARE, you'll be part of a team that's passionate about serving our nation's heroes and making a difference in their lives.
**Compensation, Perks, & Benefits**
We offer a competitive compensation package, including:
* A salary range of $18.25 - $26.57 per hour, depending on experience and qualifications.
* An extra health and wellness fringe benefit of $4.57 per hour.
* Opportunities for overtime pay and bonuses.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* Paid time off and holidays.
* Access to employee assistance programs and wellness initiatives.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a proven track record in a fast-paced Contact Center environment, we want to hear from you. Apply today to become a REMOTE Customer Service Representative - TRICARE at arenaflex.