Customer Service Advocate II

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

📋 Description

• Evaluate and investigate routine inquiries, requests, and concerns from members and/or providers to identify underlying issues.

• Initiate necessary corrective actions in collaboration with service or technical departments for follow-up as required.

• Address and resolve complaints at the initial point of contact to prevent them from escalating.

• Act as the primary resolution advocate for inquiries, requests, and concerns from members and/or providers.

• Offer assistance on issues related to members or providers to ensure delivery of high-quality service.

• Uphold performance and quality standards in alignment with established contact center metrics.

• Deliver customer service through phone, live chat, and email in a fast-paced contact center setting.

• Record member or provider details and communications in CRM applications for quality assurance and performance evaluation.

• Remain informed about and comply with quality standards, regulations, and policies.

• Handle various inquiries, requests, and concerns across all assigned responsibilities.

• Perform additional tasks as assigned.

• Adhere to all policies and standards.

⛳️ Requirements

• Must possess authorization to work in the U.S. without requiring employment-based visa sponsorship, either now or in the future.

• High School diploma or GED is mandatory.

• 1–2 years of relevant experience is required.

• Vocational or technical education may be necessary in addition to previous work experience.

• Experience engaging with members and/or providers in a contact center environment is preferred.

• Capability to thrive in a fast-paced contact center environment.

• Proficiency in using Customer Relationship Management (CRM) applications.

• Ability to comply with quality standards, regulations, policies, and contact center metrics.

🏝️ Benefits

• Health insurance.

• 401K plan.

• Stock purchase plan.

• Tuition reimbursement.

• Paid time off plus holidays.

• Flexible work options available, including remote, hybrid, field, or office schedules.

• Additional incentive programs may be included in total compensation.

• Equal opportunity employer dedicated to diversity.