Customer Service Advocate II

About This Role

This role is responsible for providing prompt, accurate, thorough, and courteous responses to all customer inquiries, which may be non-routine and require extensive research. The Customer Service Advocate II will also coordinate with other departments, provide feedback to management, and assist with training new employees.

Responsibilities

• Respond accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
• Handle situations requiring adaptation of response or extensive research
• Accurately document inquiries
• Initiate or process adjustments or perform research as needed to resolve inquiries
• Coordinate with other departments to resolve problems
• Respond to research and/or assist with priority inquiries and special projects
• Provide feedback to management regarding customer problems, questions and needs
• Maintain accurate records on complaints and/or other customer comments and make recommendations for changes to management
• Maintain basic knowledge of quality work instructions and company policies
• Assist with process improvements through the recommendation of changes in procedures and techniques
• Maintain all departmental productivity, quality, and timeliness standards
• Assist with the training of new employees and cross training of coworkers

Requirements

• High School Diploma or equivalent
• 1 year of claims processing or customer service experience OR Bachelor's Degree
• Excellent verbal and written communication skills
• Proficient spelling, punctuation, and grammar
• Strong human relations and organizational skills
• Ability to handle high stress situations
• Good judgment
• Ability to handle confidential or sensitive information with discretion
• Ability to learn and operate multiple computer systems effectively and efficiently
• Basic computer operating skills
• Familiarity with standard office equipment

Qualifications

• High School Diploma or equivalent; Associate degree preferred
• 1 year of claims processing or customer service experience, or Bachelor's Degree in lieu of work experience

Nice to Have

• Associate degree
• 3 years of customer service or call center experience
• Knowledge of mathematical and statistical concepts
• Knowledge of word processing, spreadsheet, and database software

Skills

* Required skills

Benefits