Customer Service Representative

**Customer Service Representative** **MINIMUM QUALIFICATIONS:** - High School Diploma - One year of customer service - 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). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship - 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 **PREFERRED QUALIFICATIONS:** - 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.) **In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.** **KNOWLEDGE, SKILLS, AND ABILITIES:** - Safeguarding data and beneficiary information. Ability to handle confidential employment information with tact and discretion. - Communication skills, orally and writtenin 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 effective and collaborative working relationships with those contacted in the course of work. - Employer has attendance standards. **JOB SUMMARY:** Answer incoming calls from Department of Defense (DoD) and military veteran customers, troubleshoot, and resolve Tricare health insurance beneficiary support, web service, and communications issues. Obtain and maintain a DoD SECRET security clearance. BAC will sponsor selected candidates to obtain this clearance. **ESSENTIAL FUNCTIONS:** The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business needs. - Responds 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. Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Operates a PC and multiple mainframe databases to resear