Call Center Representative

Call Center Customer Service Representative

Fully Remote

Come join a company that strives for Extraordinary People and Exceptional Performance! Marathon TS is looking for a Call Center Customer Service Representative. The Customer Service Representative will be in the frontlines 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 and 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
• Other duties as assigned.

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• A High School Diploma and a minimum of (2) years of customer service experience.
• 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
• Ability to cover any work schedule
• A private and secure workspace and workstation with high-speed internet is required.
• Contact center with chat messaging, TRICARE customer service and military connectedness experience preferred

Knowledge, Skills and Abilities:

• Excellent verbal communication skills
• Telephone skills
• Friendly and pleasant manner
• Data entry skills
• Typing and word processing skills
• Documentation skills
• Active listening skills
• Attention to detail
• Problem solving skills
• Possess knowledge of medical terminology, release of medical information and legal ethics is desirable.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.