Customer Care Representitive

Job Title: Customer Care Representative

Quantico, VA

Employment Type: Full-Time

Position Overview

The Customer Care Representative serves as the first point of contact for Wounded, Ill, and Injured (WII) Marines, family members, and caregivers. This role provides accurate information on benefits, programs, and available resources while maintaining strict compliance with HIPAA and Privacy Act requirements. The position promotes individual and community health by serving as an advocate, liaison, and trusted representative in high-volume contact-center operations. This position is contingent upon contract award.

Key Responsibilities

• Answer inbound toll-free calls, emails, text messages, and social media inquiries from WII Marines, family members, and caregivers.
• Provide accurate, timely information regarding benefits, programs, and available resources.
• Document every interaction in MCWIITS with a minimum accuracy rate of 98%.
• Perform warm transfers to Non-Medical Case Managers (NMCMs) or external agencies as appropriate.
• Conduct outbound welcome and follow-up calls as directed.
• Promote individual and community health by assisting individuals in adopting healthy behaviors.
• Serve as an advocate for the health and welfare needs of individuals.
• Act as a liaison between community residents, social service agencies, and healthcare providers.
• Implement and support programs that promote, maintain, and improve individual and overall community health.
• Represent the organization professionally when communicating with customers, the public, government entities, and external partners.
• Maintain an empathetic, professional demeanor in all interactions.
• Adhere to all HIPAA, Privacy Act, and data protection requirements when handling PII/PHI.
• Meet or exceed performance standards for productivity and quality in a high-volume contact-center environment (50 interactions per day average).

Required Qualifications

• High School Diploma or equivalent.
• Minimum of 3 years of high-volume contact-center experience (average of 50 interactions per day).
• Experience using database user interfaces and query software.
• Proficiency with office suite software, including Microsoft Office 365.
• Ability to obtain and maintain a Tier 3 (T3) clearance.
• Minimum typing speed of 40 words per minute (wpm).
• Strong verbal and written communication skills.
• Demonstrated ability to handle sensitive PII and PHI.

Clearance Requirement: Tier 3 (T3) required

Preferred Qualifications

• Associate's degree or higher.
• Call Center Certification (e.g., Certified Call Center Professional or equivalent).
• Bilingual (Spanish) for designated positions.

Key Competencies

• Customer service and call-center operations
• Health advocacy and community outreach
• Accurate documentation and data entry
• Privacy, confidentiality, and compliance
• Professional communication across multiple channels
• Empathy and stakeholder engagement
• Time management and productivity

THIS POSITION IS CONTINGENT UPON AWARD.