Customer Service Representative

Job Title

The mission of BAC is to provide persons with disabilities innovative services and opportunities to achieve personal success.

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. Candidates must be able to obtain and maintain a DoD SECRET security clearance. BAC will sponsor selected candidates to obtain this clearance.

Examples Of 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.
• Clearly and concisely 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.
• Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. Must be able to determine the customer's desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer's inquiry.
• 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 Member or family.
• Must be able to research, identify and explain problems and resolutions in a minimum amount of time. Other tasks are performed as required.

Supervisory Responsibilities

• None

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
• Ability to 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
• Must satisfy Florida Department of Children and Families (DCF) Level 2 background screening requirements.
• Able to 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.)

Knowledge, Skills, And Abilities

• Safeguarding data and beneficiary information. Ability to handle confidential employment information with tact and discretion.
• Ability to communicate effectively 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)
• Ability to operate a computer using Microsoft Office Suite and applicable department/organization-specific software.
• Must be 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.
• Ability to correctly interpret and efficiently implement all applicable policies and procedures.
• Ability to manage multiple priorities to ensure that deadlines are met.
• Ability to establish and maintain effective and collaborative working relationships with those contacted in the course of work.
• Ability to regularly attend work and arrive punctually for designated work schedule.

Travel

None.

Work Authorization/Security Clearance

Must be authorized to obtain and maintain authorized access to work on government installations and IT Systems.

Physical Requirements

Tasks involve sitting for extended periods of time. Above requirement can be performed with or without reasonable accommodations.

Environmental Requirements

Tasks are regularly performed inside without exposure to adverse environmental conditions (example: dirt, heat, cold, rain, fumes).

Sensory Requirements

Some tasks require manual dexterity, in addition to visual and hearing acuity.

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 and 8 pm

Salary: $17.75/hr.

Benefits

• Free medical, dental, and vision insurance for employees, and a buy-up option is available.
• Medical opt-out plan is available for qualified employees.
• Paid holidays and sick time.
• Paid vacation is available after one year of employment, based on the number of hours worked
• Full-time employees are eligible to participate in the 401k plan on the first of the month following their date of hire.
• Additional Supplemental benefits are available, including Accident, Critical Illness, Short Term Disability, and Hospital.
• Employee Assistance Program.