Experienced Full Stack Customer Care Advocate – Remote TRICARE Benefit Support

At arenaflex, we're committed to delivering exceptional support to our military and their families. As a seasoned customer care advocate, you'll play a vital role in handling inbound calls, providing accurate information, and ensuring a seamless experience for TRICARE beneficiaries. Join our team of dedicated professionals and embark on a rewarding career journey that combines your passion for customer service with your desire to make a difference.

About arenaflex

arenaflex is a certified Service-Disabled Veteran and Minority-Owned company, founded in 2008 as an information technology company. Over the years, we've expanded our services to provide job opportunities for Veterans, Veteran Spouses, and Veteran Caregivers in customer engagement roles. 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. These roles require experience in automated call center environments.

Job Highlights

• Long-term, full-time employment (not seasonal or contract-based)

• Seven weeks of 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
• Opportunity to work from home, Monday through Friday, between 8:00 AM and 7:00 PM Eastern Time
• 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 and reside in Alabama, Georgia, Kentucky, New Mexico, Oklahoma, South Carolina, or Texas for this role
• Proficiency in MS Windows and other computer applications
• Candidates must provide their own computer and monitor with a wired high-speed DSL or cable modem connection for a home office (Satellite internet, mobile internet, or hotspots are not permitted)

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
• Availability for pre-interview sessions in late January 2025
• Prior 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, between 8:00 AM and 7:00 PM Eastern Time

Job Duties Include

• Responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims

• Successfully completing five weeks of 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

Desired Skills and Experience

• Prior 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, between 8:00 AM and 7:00 PM Eastern Time
• 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
• Customer service experience is desired; 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 and reside in Alabama, Georgia, Kentucky, New Mexico, Oklahoma, South Carolina, or Texas for this role
• Proficiency in MS Windows and other computer applications

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.

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

How to Apply

Apply online for immediate consideration for the new hire class beginning February 18, 2025. To ensure your application is reviewed:

• Answer all six application questions.
• Complete the application fully.
• Upload your resume and an image of your internet speed test.

Only fully completed applications will be reviewed. Apply Job! Apply for this job