Customer Service Advocate II

Requires a High School diploma or GED
Requires 1 – 2 years of related experience
May require vocational or technical education in addition to prior work experience
Experience interacting with members and/or providers in a contact center environment preferred

Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determine causes, and initiates corrective actions to other service or technical departments for follow up as needed
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
Provides support on various member or provider issues to ensure customers receive high-quality service
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, regulations, and all other policies to ensure quality, consistency, and compliance
Provides expertise in resolving multiple inquiries, requests and/or concerns across all areas of responsibilities
Performs other duties as assigned
Complies with all policies and standards

Experience interacting with members and/or providers in a contact center environment preferred