Customer Care Advocate — Norfolk, VA at Social Channel

About the Team

Founded in 2008, VGS is a Service-Disabled Veteran and Minority-Owned IT company that has grown into a trusted partner for veteran-centric customer engagement. We proudly employ Veterans, Military Spouses, and Caregivers to support both commercial and government clients. Our mission is to provide exceptional service to military beneficiaries while fostering a supportive environment for those who have served.

About the Role

We are seeking experienced contact center professionals to join our team supporting TRICARE beneficiaries. This is a full-time, long-term, at-home position designed for individuals who possess a deep aptitude for serving military members with care, empathy, and accuracy. The role involves responding to caller questions and written correspondence regarding benefits, contracts, eligibility, and claims, ensuring timely handling of member requests.

New hires will undergo an 8-week paid virtual training program starting July 6, 2026. During this period, you will learn the necessary skills to operate within our client environment, document inquiries, and track activities. Upon completion of training, you will transition to the full role, working under the supervision of a virtual supervisor to answer questions and escalate complex issues. Success in this role requires a quiet, distraction-free home environment, strong attendance, and the ability to resolve conflicts with ease.

Hiring Process & Application Instructions

This position is exclusively for applicants located in the Hampton Roads, Virginia area. While the role is remote, you must be physically present and working from an eligible hiring state within this region.

Application Requirements:

Your resume must clearly reflect at least 2 years of customer service experience (call center experience is ideal).
Retired Military personnel and Veteran Spouses with customer service experience are strongly encouraged to apply.
You must be a US citizen and able to pass a drug screen and background check.

If you meet these criteria, please click the submit button to follow the next steps in the application process.

Equal Opportunity & Culture

VGS is committed to sourcing qualified talent from the military community. We actively welcome applications from Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. We consider qualified applicants regardless of background and strive to maintain a culture of integrity and commitment to customer satisfaction.

Work location

Work model: Remote

North Military Highway, Military Circle, Norfolk, Virginia, 23502, United States

Norfolk, Virginia

Key Responsibilities

check_circleRespond to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims
check_circleThoroughly document inquiry outcomes for accurate tracking and analysis
check_circleWork under supervision to answer questions and escalate complex issues when necessary
check_circleMeet quality, member experience, and first-time resolution objectives while responding to customer needs
check_circleMaintain a productive work environment and proactively address issues such as internet connectivity challenges
check_circleOperate a PC to extract information, document inquiries, and track activities in the database
check_circleCoordinate with team members to ensure timely handling of TRICARE member requests

Requirements

verified2 years customer service experience
verifiedHigh school diploma or equivalent
verifiedAbility to pass drug screen and background check
verifiedTyping speed of 35 WPM
verifiedProficiency in Windows and common computer applications
verifiedAbility to lift 35 lbs of computer equipment
verifiedLocation in Hampton Roads, Virginia area
verifiedWired high-speed internet connection (100 Mbps download / 20 Mbps upload)
verifiedPC with Intel i3 or AMD Ryzen 3 processor, 4 GB RAM, 120 GB disk space
verifiedBrowser: Microsoft Edge or Google Chrome
verifiedEthernet connection (no Wi-Fi, satellite, or hotspots)

Nice to Have

Call center experience.

Benefits & Perks

check_circleMedical, dental, and vision coveragecheck_circle401K retirement plancheck_circlePaid time off (PTO)check_circle11 paid holidaysLong- and short-term disability insurance

Skills, education and keywords

Skills: Customer Service, Call Center, Windows, MS Windows, Microsoft Edge, Google Chrome.

Education: Minimum of a High school diploma or equivalent required.

Frequently asked questions about Remote Customer Care Advocate (Tricare) at Social Channel Group

What does a Remote Customer Care Advocate (Tricare) at Social Channel Group do?expand_more

Day-to-day, the Remote Customer Care Advocate (Tricare) at Social Channel Group will respond to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims; thoroughly document inquiry outcomes for accurate tracking and analysis; work under supervision to answer questions and escalate complex issues when necessary; and meet quality, member experience, and first-time resolution objectives while responding to customer needs.

What are the requirements for this Remote Customer Care Advocate (Tricare) role?expand_more

To qualify for the Remote Customer Care Advocate (Tricare) at Social Channel Group position, applicants should have: 2 years customer service experience; High school diploma or equivalent; Ability to pass drug screen and background check; Typing speed of 35 WPM; Proficiency in Windows and common computer applications; and Ability to lift 35 lbs of computer equipment.

Where is the Remote Customer Care Advocate (Tricare) role at Social Channel Group located?expand_more

Remote Customer Care Advocate (Tricare) at Social Channel Group is based in North Military Highway, Military Circle, Norfolk, Virginia, 23502, United States. This is a remote role.

Is this Remote Customer Care Advocate (Tricare) job remote, hybrid, or on-site?expand_more

Social Channel Group has listed this Remote Customer Care Advocate (Tricare) role as remote.

How much experience is required for this Remote Customer Care Advocate (Tricare) role?expand_more

Remote Customer Care Advocate (Tricare) at Social Channel Group typically requires 2+ years of relevant experience at the mid level level.

What skills do you need for the Remote Customer Care Advocate (Tricare) role at Social Channel Group?expand_more

Key skills for Remote Customer Care Advocate (Tricare) at Social Channel Group include Customer Service; Call Center; Windows; MS Windows; Microsoft Edge; and Google Chrome.

What education is required for Remote Customer Care Advocate (Tricare) at Social Channel Group?expand_more

Educational requirements for this role: Minimum of a High school diploma or equivalent required.

What category does the Remote Customer Care Advocate (Tricare) role belong to?expand_more

Remote Customer Care Advocate (Tricare) at Social Channel Group is part of the customer services job category on Recrutus.

Remote Customer Care Advocate (Tricare)