Customer Service Advocate I

Professional Management Enterprises; Indiana, Indianapolis (PA, IN); On-site; USD 10,000 - 60,000; Full time

Job description

Customer Service Advocate I

Serves as the first-line advocate focusing on resolving inquiries, issues, or concerns for members and/or providers. Leverages various communication channels to provide timely, accurate, and personalized support on routine complaints. Previously known as Customer Service Representative or Call Center Representative.

Schedule: M-F, 11 am - 8 pm EST

Work Location: Remote Indiana

Pay: $19.38 hourly

Bilingual Spanish Preferred

Responsibilities:

1. Receives and responds to routine member and/or provider inquiries, requests, and concerns in an accurate and timely manner.
2. Mitigates and prevents complaints from escalating by resolving issues during initial contact.
3. Serves as the front-line resolution advocate for member and/or provider inquiries, requests, or concerns.
4. Resolves basic problems by communicating the requested information, assessing member or provider needs, understanding causes, and determining if issues need to be routed to other departments.
5. Maintains performance and quality standards based on established contact center metrics.
6. Provides customer service in a high-paced contact center environment via phone, live chats, and emails.
7. Documents all member or provider interactions for quality and performance tracking using Customer Relationship Management (CRM) applications.
8. Remains up-to-date and adheres to quality standards, regulations, and policies to ensure quality, consistency, and compliance.
9. Complies with all policies and standards.

Education/Experience:

• Entry-level position typically requires little or no previous experience.
• Equivalent experience through applicable knowledge, duties, scope, and skills reflective of this role.
• Experience with multitasking across multiple systems and programs is preferred.