Customer Care Advocate

4 weeks ago

Oriskany, United States Axelon Full time

Job Description: Customer Care Advocate
**Training Day One will take place in Oriskany, NY - remainder of first week of training will be held virtually via Webex -2nd and 3rd week of training will also be virtual via Webex. Candidates will return to office at the conclusion of classroom training for up to 3 weeks - at conclusion will be remote with one day per month onsite in Oriskany, NY
**Candidates must live a commutable distance to Oriskany, NY campus.
**Max pay rate = $20 per hour

As a leader in insurance, *** never underestimates the significance of the impact made by associates. We are actively hiring Customer Care Advocates for our Dental Global Customer Solutions (GCS) team

As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do.

The successful candidate will leverage effective listening skills, mindfulness, strong intellectual curiosity, and an honest desire to be effective and ensure each customer experience is exceptional. With an understanding of the customers' needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.

Role Requirements:
•High School Diploma or GED equivalent.
•1 year of experience in customer service customer (includes call center, retail, and restaurants).
•The ability and desire to work during the hours of operation 8 AM to 11 PM, Monday through Friday. Applicants must be flexible regarding shift worked with an understanding that shifts are based-on business need.
•Home office setting with internet connection (satellite internet is not acceptable)
•Ability to navigate across multiple computers monitors and programs (including Word, Salesforce, and Insight) at one time while conversing with a customer.

Preferred:
•Prior Call Center or Customer Service Representative experience is preferred.
•Strong computer/keyboard skills (ability to type efficiently).
•Experience handling dental or other types of insurance products.
•Prior experience in a dental office.
•Previous experience with Salesforce is a plus.
•Superb listening skills and professional oral communication skills to inspire trust and accountability.
•Prior experience in a dental office or with dental insurance is a plus.

Key Responsibilities
•Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
•Respond to dental customer requests via telephone, providing excellent service to ***'s customers who have insurance products or benefit plans.
•Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
•Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
•Enhance and strengthen the relationship between the customer and *** using effective communication skills, keen listening skills and empathy.
•Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
•Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

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