Remote Customer Care Advocate for Tricare - Virtual Hampton Roads VA

Military Spouse Corporate Career Network•Hampton, VA

7d•Remote

About The Position

VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries. Our next new hire class begins October 26, 2026. This role is specifically targeted towards military-affiliated job seekers, including Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Founded in 2008, VGS is a Service-Disabled Veteran and Minority-Owned IT company that proudly employs Veterans, Military Spouses, and Caregivers. The position requires candidates to be physically present and working from an eligible hiring state and must have at least 2 years of customer service experience reflected on their resume.

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.
A quiet, professional, and distraction-free homework environment.
Strong attendance and dependability.
The ability to connect to the client environment within 5 minutes.
A minimum typing speed of 35 WPM.
The ability to lift up to 35 pounds of computer equipment.
Proficiency with Windows and common computer applications.
Strong verbal and written communication skills.
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.
Operating System: Windows 10 or newer
Mac devices must have macOS 13 Ventura or newer
RAM: Minimum 4 GB; 8 GB recommended
Available Disk Space: At least 120 GB
Browser: Microsoft Edge or Google Chrome
Webcam: Required
Microphone: Required
Minimum 100 Mbps download / 20 Mbps upload
Computer must connect to the router/modem using an Ethernet cable
No Wi-Fi as the primary connection
No Wi-Fi extenders
No Satellite internet, including Starlink
No Mobile internet
No Hotspots
No Cellular-based internet services
No VPN connections
No Tablets
No Chromebooks
No Mobile devices
Candidates must have a modem or router that allows the computer to connect directly through an Ethernet cable

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.

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.