[Hiring] Customer Care Advocate @Military Spouse Corporate Career Network

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• While in training, paid a flat rate starting at $15 per hour, increasing post-training.
• After 60 days of employment, eligible for benefits including medical, dental, vision, FSA, 401K, and paid time off.
• 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
• $1,000 Retention Bonus to eligible employees hired into this class.
• First Payment: $500 — paid after the employee successfully completes 6 months in production.
• Second Payment: $500 — paid after the employee successfully completes 1 year in production.