Remote Customer Care Advocate for Tricare - Virtual in Kentucky Only

Military Spouse Corporate Career Network•Louisville, KY

3d•Remote

About The Position

VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries. Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Founded in 2008 as a Service-Disabled Veteran and Minority-Owned IT company, VGS has grown into a trusted partner in veteran-centric customer engagement. We proudly employ Veterans, Military Spouses, and Caregivers in roles supporting both commercial and government clients. Our next new hire class begins October 26, 2026. This is a full-time, long-term employment opportunity, not seasonal or contract. Candidates must be physically present and working from an eligible hiring state to be considered for this role. Your resume must clearly reflect at least 2 years of customer service experience to be considered. Retired Military personnel and Veteran Spouses with customer service experience are strongly encouraged to apply.

Requirements

Must be a U.S. Citizen.
Must reside in an eligible hiring state per the job post.
Minimum of 2 years of customer service experience; call center experience is strongly preferred.
Must successfully pass a drug screen, background check, and U.S. government security clearance.
Must successfully complete the required 8-week paid training program.
Must have a high school diploma or equivalent.
Must have reliable and predictable attendance.
Must have a personal PC or laptop that meets the minimum technical requirements for training.
Must have a wired, high-speed internet connection.
Must have a functional webcam and microphone.
Minimum typing speed of 35 WPM.
Proficiency with Windows and common computer applications.

Nice To Haves

Excellent communication and active listening skills.
Conflict resolution and de-escalation skills.
Professionalism and sound judgment.
Integrity and accountability.
Empathy and a strong customer-service mindset.
The ability to adapt quickly to new systems and processes.
The ability to work independently while contributing effectively as part of a team.
A genuine commitment to serving military members, Veterans, and their families.
A quiet, professional, and distraction-free homework environment.
Strong attendance and dependability.
The ability to connect to the client environment within 5 minutes.
The ability to lift up to 35 pounds of computer equipment.
The ability to remain professional and empathetic when handling difficult customer interactions.
The ability to quickly learn new systems, processes, and procedures.
A strong commitment to customer service and supporting military members and their families.

Responsibilities

Responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims.
Successfully completing eight 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.