Customer Care Associate

2 weeks ago


Rockledge, Florida, United States BAC Full time
Job Overview

MISSION:

The mission of BAC is to deliver innovative services and opportunities for individuals with disabilities to achieve personal success.

POSITION SUMMARY:

This role involves responding to incoming inquiries from Department of Defense (DoD) and military veteran clients, providing assistance with Tricare health insurance beneficiary support, troubleshooting web service issues, and addressing communication challenges. Candidates must be eligible to obtain and maintain a DoD SECRET security clearance, which BAC will sponsor for selected individuals.

KEY RESPONSIBILITIES:

  • Address customer inquiries by utilizing acquired knowledge and available resources, exercising independent judgment, and making decisions based on established protocols.
  • Adhere to strict confidentiality guidelines for handling sensitive information, ensuring compliance with policies and procedures.
  • Document customer interactions clearly and accurately in the ServiceNow IT Service Management (ITSM) ticketing system.
  • Engage in decision-making activities to resolve unpredictable customer inquiries that may require navigating various procedures.
  • Demonstrate active listening skills, ask insightful questions, and communicate effectively to ascertain customer needs and provide comprehensive guidance.
  • Collaborate with customers to determine their requirements, clarify inquiries, and deliver relevant information.
  • Investigate and manage Military Service Member inquiries and complaints received via telephone or fax.
  • Resolve issues by identifying problems, researching solutions, and implementing effective resolutions, while escalating unresolved matters as necessary.
  • Utilize a PC and multiple databases to gather information for interpretation and explanation to Military Service Members or their families.
  • Efficiently research, identify, and communicate problems and solutions in a timely manner.

SUPERVISORY DUTIES:

  • None

MINIMUM REQUIREMENTS:

  • High School Diploma
  • One year of experience in customer service
  • A combination of education, certification training, and/or relevant experience may fulfill the above requirements.
  • Ability to obtain and maintain a DoD Secret Clearance (BAC will cover associated costs, but job retention is contingent upon obtaining clearance).
  • Must meet Florida Department of Children and Families (DCF) Level 2 background screening criteria.
  • Able to obtain RAPIDS Certification (provided during onboarding training).
  • Basic IT knowledge or experience is preferred.

PREFERRED QUALIFICATIONS:

  • Proficient in Microsoft Office Suite and/or Google Suite
  • Previous 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:

  • Ability to safeguard data and handle confidential information with discretion.
  • Effective communication skills, both verbal and written, in English.
  • Understanding of employee support service principles and procedures.
  • Familiarity with the Health Insurance Portability and Accountability Act (HIPAA).
  • Proficient in operating a computer using Microsoft Office Suite and relevant software.
  • Strong skills in time management, critical thinking, customer service, data entry, and problem-solving.
  • Ability to interpret and implement applicable policies and procedures accurately.
  • Capacity to manage multiple priorities to meet deadlines.
  • Ability to establish and maintain effective working relationships.
  • Consistent attendance and punctuality for scheduled work hours.

TRAVEL:

None.

WORK AUTHORIZATION/SECURITY CLEARANCE:

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

PHYSICAL REQUIREMENTS:

Position requires sitting for extended periods. Accommodations can be made as necessary.

ENVIRONMENTAL CONDITIONS:

Work is primarily conducted indoors without exposure to adverse environmental conditions.

SENSORY REQUIREMENTS:

Some tasks necessitate manual dexterity, along with visual and auditory acuity.

AVAILABILITY: Full Time

SALARY: $17.20/hr.

BENEFITS:

  • Free medical insurance for employees
  • Paid holidays
  • Paid vacation (available after one year of employment)
  • Paid sick days
  • Optional 401K (after one year of employment)
  • Additional optional benefits including Life Insurance, Short Term Disability, Cancer Care, and Dental Insurance.

APPLICATION PROCESS:

Applications can be submitted through our website. A completed application is required.

BAC is committed to providing innovative services for individuals with disabilities to achieve personal success.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. We are a Drug-Free Workplace.



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