Customer Advocate Representative

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Ensure that customer communications across multiple channels are addressed and responded to in a consistent and timely manner.

• Assess and provide guidance on a diverse range of moderately complex aspects related to AFA products and services.

• Simplify and convey intricate information into understandable messages for customers.

• Demonstrate professionalism and expertise while performing under pressure in a dynamic work environment.

• Proactively implement improved processes and strategies.

• Investigate complex customer inquiries and offer consultative support.

• Notify leadership when recurring issues emerge.

• Analyze customer complaints to deliver timely, customer-centric solutions.

• Achieve or surpass team and departmental performance, scheduling, and attendance targets.

• Foster a positive and collaborative atmosphere that contributes to team and departmental success.

⛳️ Requirements

• Outstanding verbal and written communication abilities, with a strong emphasis on clarity and enunciation.

• Strong interpersonal skills and the ability to cultivate and sustain relationships with colleagues and leadership.

• Proficient in organizational, administrative, and time management practices.

• Action-oriented with a focus on the timely completion of tasks.

• High-quality decision-making skills.

• Exceptional proficiency in keyboarding and familiarity with PC Windows-based software and Microsoft Office.

• Self-motivated with a strong drive for results.

• Innovative in addressing customer needs with creative solutions.

• Strong critical thinking capabilities.

• Proficient in active listening.

• Demonstrates adaptability, stress tolerance, empathy, and resilience.

• Reliable and prompt in responsibilities.

• Willingness to maintain flexibility in work hours, including the possibility of overtime as required.

• Ability to maintain composure and uphold a positive tone and attitude.

• Exhibits compassion for customers and their evolving needs.

• Committed to providing an exceptional customer experience.

• Proficiency in Spanish may be required.

• Capability to evaluate and advise on moderately complex factors related to AFA products and services in alignment with company policies, insurance laws, IRS guidelines, coverage records, and adjusting/billing protocols.

• Capacity to meet team and departmental metrics, which encompass call flow accuracy, adherence to schedules, availability, communication volume, average handle times, after-call work durations, work schedules, and attendance compliance.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work arrangements and paid time off.