Customer Service Advocate
2 weeks ago
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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