Customer Service Representative

MINIMUM QUALIFICATIONS:

• High School Diploma
• One year of customer service
• Communication skills
• 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:

• 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.
• Communication skills, orally and writtenin 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 Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking.
• Interpret and implement all applicable policies and procedures.
• Multitasking skills
• Establish and maintain collaborative working relationships with those contacted in the course of work.
• Employer has attendance standards.

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. Obtain and maintain a DoD SECRET security clearance. BAC will sponsor selected candidates to obtain this clearance.

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