Support Navigator

Role overview

Help military members, families, and other eligible participants connect with timely information, referrals, and non-medical counseling. In this remote support role, you provide follow-up through phone, chat, and email, coordinate with service providers, and maintain careful, compassionate communication in a 24/7 call center setting.

Responsibilities

- Follow up with participants to connect them with appropriate services and resources. - Coordinate non-medical counseling appointments with network providers and help resolve access issues. - Act as a liaison among participants, internal teams, external resources, and providers. - Respond to inquiries, research available resources, and provide accurate information and administrative help. - Record interactions, activities, and case updates in an electronic case management system. - Gather participant feedback and assist with documentation or translation requests as needed.

Requirements

- High school diploma or equivalent. - Strong customer service skills and familiarity with call center operations; understanding of military life and culture. - Clear written and verbal communication, accurate typing, and the ability to manage multiple requests in a fast-paced environment. - Proficiency with Microsoft Office, web research, electronic documentation, and virtual service platforms. - U.S. citizenship, English fluency, and ability to pass criminal history, fingerprint, and credential checks and maintain any required suitability clearance. - A private, quiet workspace at home and reliable high-speed wired internet; mobile hotspots and wireless internet service are not accepted.

Nice to have

- Military affiliation, experience supporting the military community, or prior call center work. - An associate degree.