Customer Service Advocate

Clear Destination Inc.; Melbourne, Northern (FL, KY); Hybrid; USD 32,000 - 48,000; Full time

Job summary

Christian Care Ministry is seeking a Customer Service Advocate to serve as a primary resource for members and providers, addressing questions about membership guidelines, provisions, technical support, and paying monthly shares.

The role requires strong communication, accuracy, and empathy, with a commitment to Christian values and timely service. A high school diploma and 2+ years in customer service are expected, with healthcare/insurance exposure preferred.

Qualifications

• High school diploma or GED with 2+ years of customer service experience in a relevant industry (insurance, healthcare, etc).
• Two years in a high-volume contact center preferred.
• Healthcare, insurance or medical billing exposure preferred.

Responsibilities

• Present accurate, complete information to callers with tact and grace.
• Document call notes accurately in appropriate systems.
• Troubleshoot and resolve issues with members/providers.
• Maintain urgency in communications with medical providers and members.
• Show compassion, empathy and understanding to customers and providers.
• Meet monthly service objectives as outlined by management.
• Adhere to company rules and policies and seek training opportunities.
• Mentor others when asked; reflect Christian values in professionalism and information accuracy.
• Offer prayer to members/providers at appropriate opportunities.
• All other duties as assigned.

Skills

Oral & written communication

Typing 30 wpm

Digital literacy

Customer service

High volume call center

Empathy and compassion

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

Zoom

CRM system

Database system

Job description

The Job

Summary: Christian Care Ministry's Customer Service Advocate are a primary resource for our program members and medical service providers who may have questions or concerns related to the membership guidelines, general provisions of the program, technical support, paying their monthly share amounts, and so much more. Customer Service Advocates are an incredibly important part of carrying out the mission and vision of Christian Care Ministry.

Essential Duties and Responsibilities

• Present accurate, complete, and sometimes sensitive or difficult-to-hear information to the caller with tact and grace


• Document call notes accurately and according to procedure in appropriate systems


• Troubleshoot and resolve issues with members and/or providers


• Work with a high sense of urgency with all medical service providers and/or program members


• Show compassion, empathy and understanding to customers and/or providers in need


• Meet monthly service objectives as outlined by management


• Embrace any additional training, development, or special assignments with optimism


• Adhere to company rules and policies


• Seek to grow in the body of Christ; serving as a role model in professionalism, information accuracy, dependability, and timeliness and, if asked, mentor others


• Offer prayer to all members and providers at every appropriate opportunity

• Contribute to the exercise and expression of Christian Care Ministry's Christian beliefs

• All other duties as assigned

Essential Skills & Abilities

• Oral and written communication expertise


• Typing speed of 30 wpm or more


• Reading and interpreting documents


• Strong multi-tasking


• Critical thinking and problem solving


• Applying understanding to carry out instruction furnished in written, oral, or diagram form


• Digital literacy including e-mail, search engines, word processing, Microsoft Suite, and Zoom


• Familiarity working with two computer monitors


• Strong knowledge of computer hardware and software


• Maintaining strict adherence to scheduled tasks


• Staying connected in a remote environment using multiple communications channels


• Utilizing a database system including how to update fields

Core Competencies/Demonstrable Behaviors

• Situational Adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations.


• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, authenticity.


• Customer Focus - Build strong customer relationships and deliver customer-centric solutions.


• Ensures Accountability - Holding self and others accountable to meet commitments.


• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.


• Action Oriented - takes on tasks and new opportunities with a sense of urgency and enthusiasm


• AI Comfortable - Effectively leverages AI-enabled tools to improve decision-making, productivity, employee experience, and organizational outcomes while ensuring appropriate governance, data protection, ethical use, and human oversight.

Education and/or Experience

• High school diploma or GED, and two (2) years of customer service experience in a relevant industry (insurance, financial services, healthcare) required

• Two years high volume contact centerexperience preferred


• Experience in healthcare, insurance or medical billing preferred