What are the responsibilities and job description for the Customer Care Representative position at Whitespace Innovations?
Employment Type: Full-Time
Clearance Requirement: Tier 3 (T3) required
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.
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 interface 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.
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.