Customer Service Advocate

2 weeks ago


Atlanta, United States BCforward Full time

BCForward is looking for Customer Service Advocate (Remote- INDIANA)

Position Title: Customer Service Advocate I

Location: Remote-IN

Expected Duration: 03 Months

Pay Rate: $18/hr

Estimated Start Date: ASAP

Education level: HIGH School or GED

Position Purpose:

  • As a Customer Service Advocate I, you will serve as the primary point of contact for resolving inquiries, issues, or concerns for members and/or providers. Leveraging various communication channels, you will provide timely, accurate, and personalized support on routine complaints. This role was previously known as Customer Service Representative or Call Center Representative.

Education/Experience:

  • This is an entry-level position typically requiring little or no previous experience.
  • Equivalent experience can be acquired through applicable knowledge, duties, scope, and skills reflective of this position's level.
  • Experience in multitasking using multiple systems and programs simultaneously is preferred.

Responsibilities:

  • Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
  • Mitigate and prevent complaints from escalating by resolving them in the initial contact.
  • Serve as the front-line resolution advocate for various member and/or provider inquiries, requests, or concerns.
  • Resolve basic problems by providing requested information, understanding needs, and determining if problems need to be escalated.
  • Maintain performance and quality standards based on established contact center metrics.
  • Provide customer service in a fast-paced contact center environment over the phone, via live chats, and emails.
  • Document all member or provider information and communications for quality and performance tracking through Customer Relationship Management (CRM) applications.
  • Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
  • Perform other duties as assigned.
  • Comply with all policies and standards.

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