[Hiring] Customer Care Advocate @Msccn

Role Description

VGS is seeking experienced contact center professionals for full-time, at-home positions supporting TRICARE beneficiaries. Our next new hire class begins July 6, 2026.

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

Qualifications

• 2 years customer service experience required - Call center experience is ideal.
• Ability to work from a quiet, distraction-free home environment with strong attendance records.
• Ability to connect to the client environment within 5 minutes.
• Typing speed of 35 WPM.
• Ability to lift 35 lbs. of computer equipment.
• Proficiency in Windows and common computer applications.
• Excellent communication skills – ability to adapt to new and different situations, read the behavior of others, have difficult conversations with ease, and defuse and resolve conflict.
• An aptitude to serve military members and their beneficiaries with the care, empathy, accuracy, and quality they deserve when calling about their TRICARE benefits.
• Predictable and reliable attendance.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Be a team player.
• Ability to pass a drug screen and background check.
• Ability to attend and successfully complete the 8 weeks paid required training.
• Have a minimum of a High school diploma or equivalent.
• Be a US citizen.
• Handy with MS Windows and other computer applications.
• Personal PC/laptop required for training with a wired high-speed internet connection (company equipment provided after training).

Requirements

• Minimum Computer Requirements (Training Phase):
• Processor: Intel i3 or AMD Ryzen 3 (or higher)
• RAM: Minimum 4 GB
• Disk Space: At least 120 GB available
• Browser: Microsoft Edge or Google Chrome
• Internet Speed: Minimum 100 Mbps download / 20 Mbps upload
• Connection: PC must connect via Ethernet cable
• Not permitted: Wi-Fi, Wi-Fi extenders, satellite (e.g., Starlink), hotspots, or mobile internet (e.g., T-Mobile), VPN
• Not Supported: Chromebooks

Benefits

• While in training you are paid a flat rate. After completing the training, the pay increases.
• After 60 days employment you are eligible for benefits: medical, dental, vision, FSA, 401K, and paid time off benefits.
• If you already have medical benefits you want to keep, you can and allocate your benefit dollars elsewhere.
• Note: The pay range during training starts at $15 per hour, and increases post-training, with additional consideration for periodic increases.
• Performance incentives are also offered for the role.
• Full-time, long-term employment (not seasonal or contract).
• 8 weeks of training.
• Competitive benefits package, including:
• 11 paid holidays
• Paid time off (PTO)
• Medical, dental, and vision coverage
• Long- and short-term disability
• Term life insurance
• 401K retirement plan