Customer Service Representative

Customer Service Representative

Location: San Antonio, Texas

FSLA Status: Non-Exempt

Reports to: Shift Supervisor

EEO Category: Administrative Support Workers

Job Summary:

Revelations is proud to be on a mission to serve our nation’s heroes. In this critical role, you will be in the front-lines facilitating our military populations’ health care needs by providing outstanding customer service in a fast-paced contact center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.

Duties/Responsibilities:

• Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence.
• Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
• Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule, prioritize workload to answer incoming calls and maintain consistent attendance.
• Document customer interactions and cases in a customer relationship management (CRM) system.
• Participates in continuous training and become fully proficient in resolving all customer inquiries
• Regular and consistent attendance

Education and Experience:

Required

• High School diploma or GED
• U.S. Citizenship
• Must be able 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 literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.

Preferred

• TRICARE customer service experience
• Contact center experience to include call center chat messaging
• Military connectedness

Physical Demands and Work Environment

• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

Revelations is committed to providing equal employment opportunity to all employees and applicants. Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. This policy applies to all aspects of employment, including recruitment, hiring, compensation, promotion, training, discipline, and termination.

** This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **