Customer Advocate

AE Perkins LLC; Dallas, Northern (TX, KY); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Matching

Flexible Spending Accounts

Health Savings Accounts

Disability & Life Insurance

Employee Assistance Program

Bonus Pay

Job summary

AE Perkins LLC is seeking a Customer Advocate to serve as the initial contact for plan participants, assisting with benefits inquiries such as FSA, HSA, and COBRA. You will operate in a high-volume environment, guiding users to self-service resources and ensuring accurate information is provided.

The role emphasizes proactive issue management, documentation in CRM, and maintaining HIPAA-compliant professionalism during all interactions.

Qualifications

• Associate’s degree or four years of experience in a customer support or service role.
• Minimum 2+ years of multi-channel service experience (chat, phone, and email) in a contact center.

Responsibilities

• Serve as the first point of contact for participants on inquiries, providing timely and accurate information.
• Educate participants on benefits processes and self-service options to enable independence.
• Resolve inquiries and issues, aiming for first call resolution and handling escalations.

Skills

Customer Service

Problem Solving

Communication

Multitasking

Education

Associate’s degree

Tools

Zendesk

Amazon Connect

Job description

Candidate Authenticity Statement

We recognize that AI tools are increasingly used in professional settings. However, during our assessment and interview process, we ask candidates to complete all responses independently, without the use of AI-generated assistance.

This ensures we can accurately assess your individual skills, communication style, and problem-solving approach. Submissions or responses that appear AI-generated may be considered misaligned with our evaluation standards.

Remote-First with In-Person Training:

This position is remote following successful completion of onboarding. New hires are required to attend two weeks of in-person training at our Carrollton, TX corporate office to ensure a smooth and successful transition into the role.

Position Summary:

The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits, such as Flexible Spending Accounts, Health Savings Accounts, and COBRA. This role requires excellent communication, problem-solving abilities, and a dedication to providing top-tier customer service. Customer Advocates are expected to work effectively in a high-call-volume environment, proactively resolving participant needs, and guiding users through available resources and tools for self-service.

Hours of Operation:

• Monday – Friday: 7:00 am – 4:00 pm CST or 8:00 am -- 5:00 pm

Principal Duties & Responsibilities:

• Customer Support
  
  
  
  • Serve as the first point of contact for participants on inquiries, providing timely and accurate information. (Intermediate)
  
  
  • Educate participants on benefits processes, assisting with plan details and HSA investment options to enable self-sufficiency. (Intermediate)
  
  
  • Resolve inquiries and issues, striving for first call resolution, including complaint resolution and escalations. (Advanced)
  
  
  
  


• Proactive Issue Management
  
  
  
  • Identify and execute necessary actions for issue resolution, setting clear and achievable expectations with participants. (Intermediate)
  
  
  • Document all activities for quality and metrics tracking using the Customer Relationship Management (CRM) system. (Intermediate)
  
  
  
  


• Compliance & Professionalism
  
  
  
  • Maintain professionalism and empathy in interactions, especially during difficult situations, upholding HIPAA and privacy regulations. (Advanced)
  
  
  • Display consistent adherence to quality standards and service excellence in alignment with organizational values. (Advanced)
  
  
  
  

Knowledge, Skills, and Abilities Required:

• Customer Service & Problem Solving
  
  
  
  • Demonstrated success in customer service, particularly in problem resolution and asking detailed, probing questions. (Advanced)
  
  
  • Ability to balance multitasking and customer focus, maintaining responsiveness and professionalism under pressure. (Intermediate)
  
  
  
  


• Technology Proficiency
  
  
  
  • Experience with CRM platforms and cloud-based tools (e.g., Zendesk, Amazon Connect). (Intermediate)
  
  
  • Competence in documenting interactions, resolutions, and data for efficient customer follow-up and analysis. (Intermediate)
  
  
  
  


• Communication & Empathy
  
  
  
  • Strong written and verbal communication skills, with the ability to handle sensitive situations with empathy. (Advanced)
  
  
  • Attentiveness to customer needs and an ability to anticipate and proactively address potential questions. (Advanced)
  
  
  
  

Credentials & Experience:

• Associate’s degree or four years of experience in a customer support or service role required.


• Minimum 2+ years of multi-channel service experience, including chat, phone, and email in a contact center environment.


• Prior healthcare, benefits administration, or insurance industry experience preferred.


• Bilingual capabilities are a plus.

NOTE: Starting pay for this position is $21.00/HR.

BENEFITS

• Medical Insurance


• Vision Insurance


• Dental Insurance


• 401(k) Matching


• Flexible Spending Accounts


• Health Savings Accounts


• Disability & Life Insurance


• Employee Assistance Program


• LegalShield


• ID Shield


• Commuter Reimbursement Plan


• Tuition Reimbursement


• Bonus Pay

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership


• Telescope Health (telehealth) through Accresa


• Intellect (mental health) application
  
• Employee engagement activities, including voluntary events, raffles, book club, and more!