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Customer Service Representative
2 months ago
Brevard Achievement Center (BAC) is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to Department of Defense (DoD) and military veteran customers, troubleshooting and resolving Tricare health insurance beneficiary support, web service, and communications issues.
Key Responsibilities- Respond 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.
- High School Diploma
- One year of customer service experience
- 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)
- 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
- 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.)
- Safeguarding data and beneficiary information. Ability to handle confidential employment information with tact and discretion.
- Communication skills, orally and written in 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.
