Join our team as a Customer Service Advocate Level II, where you will provide exceptional support and resolve customer inquiries with professionalism and efficiency. This role offers an opportunity to engage with customers across various platforms and ensure their needs are met promptly.
Your primary responsibilities will include:
- Customer Interaction: Deliver accurate, courteous, and timely responses to customer inquiries via phone, email, web, or in-person. Adapt your approach to handle unique customer situations and conduct thorough research to provide effective solutions.
- Research and Resolution: Initiate or process necessary adjustments and collaborate with other departments to resolve inquiries and issues. Support management with priority inquiries and special projects as needed.
- Feedback and Improvement: Communicate customer concerns and feedback to management, maintaining detailed records of complaints and suggestions for improvement. Follow up on unresolved issues until they are completely addressed.
- Knowledge and Standards: Maintain up-to-date knowledge of company policies and procedures to assist in process enhancement and ensure compliance with productivity and quality standards.
- Training Support: Contribute to the training of new and existing staff to enhance team effectiveness and customer service quality.
Required Skills and Attributes: - Exceptional verbal and written communication skills with a strong command of spelling, punctuation, and grammar.
- Demonstrated ability to handle high-stress situations with poise and good judgment.
- Proficient in managing confidential information with discretion.
- Capability to learn and effectively utilize multiple computer systems and standard office equipment.
Education and Experience: - High School Diploma or equivalent is required. One year of claims processing or customer service experience is necessary, or a Bachelor's Degree may be accepted in place of work experience. An Associate Degree is preferred, along with three years of customer service or call center experience.
Work Environment: Typical office environment, with expectations for maintaining a professional demeanor at all times.