Customer Service Advocate I, Bilingual in Cantonese or Mandarin

AECOM; Olympia (WA); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Care professional to advocate for its 28 million members. This entry-level position provides the opportunity to resolve inquiries and ensure customer satisfaction while offering flexible work arrangements. Bilingual candidates are highly preferred for effective communication.

Benefits

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible work schedules

Qualifications

• Entry-level position requiring little to no previous experience.
• Prefer experience in multitasking using multiple systems.
• Bilingualism is highly preferred.

Responsibilities

• Respond to routine member or provider inquiries.
• Mitigate complaints and serve as the resolution advocate.
• Maintain quality standards in a high-paced contact center environment.

Skills

Bilingual in English and Cantonese

Bilingual in English and Mandarin

Customer service

Education

High School diploma or GED

Tools

Customer Relationship Management (CRM)

Job description

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

***Bilingual in English and Cantonese or English and Mandarin highly preferred.**

***Applicants for this position have the flexibility to work remote from home and must reside within the Pacific Time Zone.**

***The Schedule for this position is Monday through Friday, 8am to 4:30pm, Pacific Time Zone.**

**Position Purpose:** Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.

+ Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner

+ Mitigates and prevents complaints from being escalated to resolve in initial contact

+ Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns

+ Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution

+ Maintains performance and quality standards based on established contact center metrics

+ Provides customer service in a high pace contact center environment over the phone, via live chats and emails

+ Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications

+ Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

+ Performs other duties as assigned

+ Complies with all policies and standards

**Education/Experience:** Requires a High School diploma or GED. Entry-level position typically requiring little or no previous experience. Experience interacting and multitasking using multiple systems and programs simultaneously preferred. Bilingual in English and Cantonese or English and Mandarin highly preferred.

Pay Range: $16.01 - $22.98 per hour

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act