Customer Experience Advocate

Kelly Professional & Industrial; Phoenix (AZ); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading staffing agency is seeking a Customer Experience Advocate for its inbound call team. This remote position requires living in Phoenix, AZ, with responsibilities including answering calls, addressing inquiries, and resolving issues within the biopharmaceutical industry. Candidates should have a high school diploma, at least 2 years of healthcare customer service experience, and outstanding communication skills. The role demands a solution-oriented approach while striving for customer satisfaction and performance metrics compliance.

Qualifications

• Minimum of 2 years’ experience in healthcare setting focusing on customer service.
• Ability to handle stress effectively in a fast-paced environment.
• Ability to work shift between 9am – 8pm EST.

Responsibilities

• Answer inbound calls promptly while striving for one-call resolution.
• Resolve customer complaints and provide appropriate solutions.
• Accurately document customer interactions in the database.

Skills

Outstanding communication abilities

Problem-solving skills

Interpersonal skills

Ability to work in multiple systems

Education

High school diploma or equivalent

Tools

Customer service software

Databases

Job description

Kelly Services is seeking a dedicated Customer Experience Advocate for our inbound call team to support our client within the biopharmaceuticals industry. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.

Shift: Able to work shift between 9am-8pm EST

Location: Remote-must live in Phoenix, AZ

Key Responsibilities:

• Answer inbound calls promptly and professionally while striving for one-call resolution
• Serve as the primary point of contact for inquiries and escalations from in-bound calls
• Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up.
• Assist customers with inquiries regarding products and services.
• Resolve customer complaints and provide appropriate solutions.
• Accurately document customer interactions in the database.
• Maintain a thorough understanding of product offerings to effectively assist customers.
• Adhere to company policies and procedures while providing high-quality service.
• Collaborate with team members to enhance customer experience.
• Meet or exceed performance metrics, including call response time and customer satisfaction scores.
• Provide process feedback and suggest service delivery improvements.
• Ensure customers receive accurate product and service information to make informed decisions.
• Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Required Qualifications:

• High school diploma or equivalent
• Minimum of 2 years’ experience in healthcare setting with a focus on a customer service role
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to think on your feet.
• Ability to work in multiple systems at one time
• Proficient in using customer service software, databases, and tools.
• Ability to work in a fast-paced environment and handle stress effectively.
• Ability to work shift between 9am – 8pm EST.