Client Support Representative I

2 weeks ago

New York, New York, United States Advance Care Alliance Full time

Position Overview

Advance Care Alliance is committed to providing exceptional support to individuals with Intellectual and Developmental Disabilities through comprehensive service management and coordination. We proudly assist over 25,000 individuals across various regions.

Role Summary:

The Customer Service Specialist I is responsible for delivering exemplary service to our members, providers, and other stakeholders. This role involves addressing inquiries, resolving complaints, and relaying information to ensure prompt resolution of issues. The position may involve managing both incoming and outgoing communications, ensuring a positive interaction for every caller.

Key Responsibilities:

  • Serve as a representative of the organization for first-time callers and those seeking enrollment information.
  • Ensure that all callers are treated with respect and dignity.
  • Handle a high volume of calls efficiently while maintaining a personalized approach to enhance caller experience.
  • Assess callers' needs, clarify details, investigate issues, document interactions in the CRM, and assign follow-ups appropriately.
  • Direct callers to the correct departments and teams as needed, providing relevant information about the assistance available.
  • Maintain accurate records of all conversations in the call center database (CRM) as per required protocols.
  • Support various departments with telephonic outreach and administrative tasks, including Enrollment, Benefits Access, Care Management, IT, and Human Resources.
  • Conduct outbound Member Satisfaction Calls as assigned, documenting responses and reporting significant concerns to the Customer Service Director.
  • Address any emergency situations that arise during calls, ensuring caller safety as necessary.
  • Report any allegations of abuse or neglect received through the Customer Service Center.
  • Comply with all organizational policies and procedures.
  • Perform additional duties as assigned.
  • Uphold confidentiality standards.
  • Must possess a valid Driver's License from New York or a contiguous state, or have reliable public transportation access for in-person meetings.

Required Skills and Competencies:

  • Strong clinical understanding.
  • Results-oriented mindset.
  • Effective decision-making abilities.
  • Proficient problem-solving and analytical skills.
  • Excellent communication skills.
  • Strong organizational capabilities.
  • Team-oriented approach.
  • Effective time management skills.
  • Customer-focused attitude.

Qualifications:

  • High School diploma with prior experience in a customer support role, such as a call center, is required. A bachelor's degree or associate degree is preferred. Bilingual candidates are preferred.
  • Previous experience in customer support is essential.
  • Experience working with individuals and families of those with I/DD is preferred but not mandatory.
  • Strong verbal communication skills along with active listening capabilities.
  • Customer-centric approach with adaptability to various personality types.
  • Ability to multitask, prioritize, and resolve issues effectively.
  • Demonstrated professionalism, respect, and teamwork abilities.
  • Must possess strong customer service skills.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Candidates must have a work environment that ensures privacy and is free from background noise.

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