Job Description
Join arenaflex, a certified Service-Disabled Veteran and Minority-Owned company, as a Remote Customer Care Advocate for TRICARE benefits. As a key member of our team, you will be responsible for providing exceptional customer service to TRICARE beneficiaries, handling inbound calls, and addressing their inquiries about benefits, contracts, eligibility, and claims. With a strong commitment to serving military members and their beneficiaries, we are seeking experienced contact center professionals who can adapt to new and different situations, interpret the behavior of others, and effectively defuse and resolve conflict. **About arenaflex** arenaflex is a leading provider of job opportunities for Veterans, Veteran Spouses, and Veteran Caregivers in customer engagement roles. Founded in 2008 as an information technology company, we have expanded to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. Our mission is to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. **Job Highlights** * Long-term, full-time employment (not seasonal or contract-based) * Paid training to prepare you for success * Competitive benefits, including: + 11 paid holidays + Paid time off + Healthcare coverage + Long- and short-term disability + Term life insurance + 401K retirement plan **Job Duties** * Responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims * Successfully completing paid virtual (at-home) training and applying learned skills on the job * Operating a PC to extract information, document inquiries, and track activities in the database * Thoroughly documenting inquiry outcomes for accurate tracking and analysis * Coordinating with team members to ensure timely handling of TRICARE member requests * Working under the supervision of a virtual (at-home) supervisor to answer questions and escalate complex issues when necessary * Meeting quality, member experience, and first-time resolution objectives while responding to customer needs * Maintaining a productive work environment and proactively addressing issues such as internet connectivity challenges **Requirements for Success** * Recent experience in at-home call center support, with a history of quality call scoring and excellent attendance * Pre-employment background checks will be conducted, including U.S. citizenship verification * A personal PC or laptop with a wired internet connection is required for this role * You must be able to connect to the client environment within five (5) minutes * Additional equipment will be provided to meet security requirements for your home office * Once you complete your training, you will be issued company equipment (computer, monitors, etc.) **Compensation and Benefits** * During training, employees are paid a flat rate * After training, pay increases * Employees are eligible for benefits, including medical, dental, vision, FSA, 401K, and paid time off after 60 days of employment * Employees who choose to maintain their existing medical benefits can allocate benefit dollars to other available options * Note: The pay range during training starts at $14 per hour, and increases post-training, with additional consideration for periodic increases * Performance incentives are also offered for the role **Essential Qualifications** * Excellent communication skills: ability to adapt to new and different situations, interpret the behavior of others, engage in difficult conversations with ease, and effectively defuse and resolve conflict * A strong aptitude for serving military members and their beneficiaries with care, empathy, accuracy, and quality when addressing inquiries about TRICARE benefits * At least 2 years of customer service experience is required; call center experience is ideal * Predictable and reliable attendance is essential * Highly developed sense of integrity and commitment to customer satisfaction * Ability to work effectively as a team player * Must pass a drug screen and background check * Ability to attend and successfully complete 8 weeks of paid training * High school diploma or equivalent required * Must be a U.S. Citizen * Proficiency in MS Windows and other computer applications **Desired Skills and Experience** * Prior 2 years of customer service experience, preferably in a call center handling inbound calls, emails, or chat * A genuine desire to support customers with the highest level of quality and accuracy * Ability to work from home Monday through Friday, Shifts between 7:45 AM and 7:00 PM Eastern Time * Ability to lift 35 lbs of computer equipment * Ability to type at least 35 WPM **Minimum Computer Requirements** * Internet Speed: Minimum download/upload speed of 40 Mbps/20 Mbps * Processor: 2 GHz 64-bit processor or higher * RAM: 8 GB required (higher recommended) * Disk Space: At least 20 GB of available disk space * Operating System: Microsoft or Apple-supported OS * Browser: Microsoft-supported or Google Chrome browser * Citrix Receiver: Version 4.1 or higher (must be able to update to newer versions as required) * Connection: Internet router or modem must allow a PC to connect via Ethernet cable (Wi-Fi is not permitted) * Chromebooks are not compatible with this role **Why Join arenaflex?** * arenaflex is a certified Service-Disabled Veteran and Minority-Owned company, founded to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. * Our mission is to support a multi-year agreement by providing "Veteran-Centric" at-home customer engagement representatives, supervisors, quality assurance specialists, trainers, and operations managers. * We offer a competitive benefits package, including 11 paid holidays, paid time off, healthcare coverage, long- and short-term disability, term life insurance, and 401K retirement plan. * We provide paid training to prepare you for success and offer performance incentives for the role. * We are committed to supporting a diverse and inclusive work environment, where everyone has the opportunity to grow and succeed. **How to Apply** If you are a motivated and customer-focused individual with a passion for serving military members and their beneficiaries, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Apply for this job