Customer Service Advocate

Position Title: Customer Service Advocate
*When you submit your resume, please make sure it is uploaded in English. Possesses knowledge of company products and services to independently handle situations on multi-channel and omni-channel Customer communications that are addressed and responded to consistently and timely in a manner which satisfies Customer needs and retains business; serves as a subject matter expert conveying complex insurance terminology and processes into a simple message that is tailored for the Customer to promote understanding; ability to assist company employees with claim inquiries and account review; displays a high degree of evaluation and analysis to provide recommendations and resolution to the complex situations.
Acts independently in a professional, knowledgeable, positive, timely and customer-focused manner. Works effectively under pressure when needed in a very fast paced environment. Demonstrates a consistent proactive approach for problem solving, providing solutions and proactively informing leadership immediately if repetitive issues arise; utilizes the ability to independently research and analyze complex Customer complaints to provide the best possible Customer Experience.
Consistently follows and adheres to stated department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements. Achieves a minimum number of multi-channel and omni-channel Customer communications to include Customer escalations while working with leadership to ensure average handle times and after call work times at individual and team levels are met. Provides training and development of other team members as well as acts as primary point of contact for escalated Customer communications; helps to identify opportunities for improving overall team performance, all while consistently and accurately possessing and sharing a positive, collaborative tone which supports the team and departmental culture.
Skills of the ideal candidate:

5-7 years of customer focused experience in lieu of Bachelor’s degree

Excellent verbal and written communication skills with the ability to explain complex situations in a clear format

Ability to deliver constructive feedback

Interpersonal skills and the ability to develop and maintain relationships with peers and leaders

Good organizational, administrative and time management skills

Ability to be action oriented and focus on timely completion of tasks

Excellent decision quality

Exceptional skills in keyboard, PC Windows-based software and Microsoft Office

Drive for results through self-motivation and attention to detail

Creative in finding solutions to Customers needs

Critical thinking

Active listening skills

Adaptability, stress tolerance, empathy and resilience

Ability to be flexible in work schedule, including reliability and a willingness to work overtime as needed

Ability to keep composure and retain a positive tone and attitude

Compassion for Customers with their changing needs

Focused on providing the best Customer Experience

May need the ability to speak Spanish

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
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