Customer Service Advocate I
3 days ago
OpTech is a woman-owned company that values your ideas, encourages your growth, and always has your back. We offer a dynamic work environment with opportunities for training, flexible work arrangements, and competitive pay.
Responsibilities:- Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers.
- Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.
- Receives and responds to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
- Mitigates and prevents complaints from being escalated to resolve in initial contact.
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
- Maintains performance and quality standards based on established contact center metrics.
- Provides customer service in a high-pace contact center environment over the phone, via live chats, and emails.
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
- Performs other duties as assigned.
- Complies with all policies and standards.
- SC will have 3 days of visits and 2 days of documentation weekly.
- SC will have a caseload and work assigned tasks.
- SC will complete H2060 assessment.
- SC will fill out required forms for each assessment.
- SC will make follow-up calls.
- Required Skills/Experience:
- Call Center
- Customer Service
- Problem Solving Skills
- Software Skills Required:
- Basic understanding of Word, Excel, Outlook, and Teams
- Preferred Skills/Experience:
- Close attention to detail
- Ability to work with 4 or more Systems simultaneously
- Education/Experience:
- High School Diploma or GED
- Entry-level position typically requiring little or no previous experience
- Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope, and skill reflective of the level of this position
- Experience interacting and multitasking using multiple systems and programs simultaneously preferred
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