Customer Service Advocate II

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

📋 Description

• Evaluate and investigate routine inquiries, requests, and concerns from members and/or providers.

• Identify underlying issues and collaborate with service or technical teams to implement corrective measures.

• Prevent complaints from escalating by addressing them effectively during the initial contact.

• Act as the primary resolution advocate for member and/or provider inquiries, requests, and concerns.

• Offer assistance on member or provider issues to guarantee exceptional service quality.

• Uphold performance and quality benchmarks in accordance with contact center metrics.

• Deliver customer support through phone, live chat, and email channels.

• Record member or provider details and communications using CRM applications.

• Keep updated with quality standards, regulations, and organizational policies.

• Address multiple inquiries, requests, and concerns within designated areas of responsibility.

• Carry out additional tasks as assigned.

• Adhere to all relevant policies and standards.

⛳️ Requirements

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

• High School diploma or GED is required.

• 1–2 years of relevant experience is necessary.

• Vocational or technical education may be required along with previous work experience.

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

• Claims processing experience is preferred.

• Familiarity with Facets is preferred.

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

• Ability to comply with quality standards, regulations, and company policies.

🏝️ Benefits

• Competitive salary.

• Health insurance coverage.

• 401K retirement plan.

• Stock purchase options.

• Tuition reimbursement assistance.

• Paid time off in addition to holidays.

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

• Additional incentive programs may be included in overall compensation.

• Equal opportunity employer dedicated to fostering diversity.