Customer Service Advocate-Remote $19 hourly

Customer Service Advocate, $19/hourContract to hire, 1-year contract, Desired Start: 11/11/2024Remote IL. 8-5 PM CSTPosition Purpose:Serves as the first-line advocate who 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. Previously known as Customer Service Representative or Call Center Representative.Responsibilities: Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely mannerMitigates 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 concernsResolves 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 resolutionMaintains performance and quality standards based on established contact center metricsProvides customer service in a high pace contact center environment over the phone, via live chats and emailsDocuments all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applicationsRemains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliancePerforms other duties as assignedComplies with all policies and standardsEducation Requirement:High School Diploma or GEDExperience Required:0-2 years Call Center/Customer Service experienceProblem solving and critical thinking skillsAbility to multi-task working independently from home free of distractionsInterpersonal skillsExperience Preferred:2-year call center experience2 years claims experienceMedicaid KnowledgePrevious experience with Microsoft computer applicationsPrevious experience working remotely using multiple applications and screens

Created: 2024-10-25