Role Description Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base documents for beneficiaries having problems with DMDC services. Ability to work eight (8) hour shift of 11:30 am until 8:00pm, Monday through Friday. - Responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DMDC and InspiriTec. - Requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures. - Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. - Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry. - Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information. - Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server. - Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. - Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family. - Must be able to research, identify and explain problems and resolutions in a minimum amount of time. - Other tasks performed as required. Qualifications - Customer Focus - Customer Service - Data Entry Skills - Listening - Phone Skills - Verbal Communication - Building Relationships - People Skills - Interpersonal Savvy - Problem Solving - Multi-tasking - High School Diploma - RAPIDS Certified (Certification occurs as part of the on-board training) - Security Requirement: Public Trust/NA CLC Requirements - Must have a high school diploma or GED. - Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). - The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship. Company Description

• As a Sales Support Representative Manager in HUB, who's eager to be part of a stellar team and is comfortable moving fast and delivering results in a fluid environment with multiple competing demands.

• Answer incoming calls, live chat messages, and emails to assist participants with inquiries, provide program information, and resolve issues • Deliver professional, friendly, and accurate customer service across all communication channels • Return missed calls, voicemails, and offline chat messages within established turnaround times • Follow up with participants via email, phone, or chat as needed to ensure resolution • Maintain a high level of customer satisfaction and advocate for participant needs and feedback • Identify trends in participant inquiries and communicate insights to leadership to improve service delivery and reduce volume • Collaborate with team members during meetings to share feedback, trends, and process improvements • Maintain strict compliance with HIPAA and confidentiality standards when communicating to members • Support additional departmental tasks and special projects as needed • Process high-volume data entry related to wellness program participation, including visit verification and health metrics • Review, validate, and enter participant form submissions for accuracy and completeness • Audit previously entered forms to ensure data integrity and identify discrepancies • Communicate with participants regarding missing or incomplete form information • Ensure all forms are processed and/or audited within established deadlines • Maintain strict compliance with HIPAA and confidentiality standards when handling protected information • Partner with Account Management and internal teams to provide updates on participation and program data • Support additional departmental tasks and special projects as needed

• Deliver outstanding customer support via phone calls, chats, and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists