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Job Requirements of Customer Advocate 1:
-
Employment Type:
Contractor
-
Location:
Temple, TX (Onsite)
Do you meet the requirements for this job?
Customer Advocate 1
Careers Integrated Resources Inc
Temple, TX (Onsite)
Contractor
Job Title: Customer Advocate 1
Location: Temple, TX 76502
Duration: 3 Months+ (possible conversion to Full time after 3 months)
Shift: Your 8-hour shifts can be scheduled anytime between 7 AM and 7 PM, Monday-Friday.
Job Duties:
Key Success Factors:
Qualifications:
Education - H.S. Diploma/GED Equivalent
Experience – 1+ years of experience
Location: Temple, TX 76502
Duration: 3 Months+ (possible conversion to Full time after 3 months)
Shift: Your 8-hour shifts can be scheduled anytime between 7 AM and 7 PM, Monday-Friday.
Job Duties:
- Under general supervision, communicates to Members policies, procedures, and services to ensure complete knowledge of the Plan.
- Must adhere to call handling goals of 80% of calls answered within 30 seconds. Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements. Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored. Helps and meets schedule adherence goals based on department policy successful completion of proficiency testing following initial Advocate training.
- Serves as a primary contact for benefits, premium payments and simple enrollment inquiries for Personal Plans based on first contact resolution guidelines. Verifies demographic information on all inquiries and updates the Plan system.
- Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint.
- Accesses appropriate sources to obtain benefit information requested by Member.
- Accurately documents phone log records for each inquiry with appropriate messaging based on department standards.
Key Success Factors:
- Requires successful completion of proficiency testing following initial Advocate training.
- Must successfully complete Customer Service training and successfully pass proficiency exam to maintain CSA position.
- Must successfully complete spelling, grammar, and basic computer skill testing during job interview.
- Must be proficient in typing and basic computer skills.
- Perform well in a fast-paced, stressful routine work environment.
- Must have good phone etiquette and uses effective communication skills (both verbal and written).
- Must be familiar with policies, procedures and new products offered by Marketing and completes training as required.
- Must be able to multi-task.
- Must be knowledgeable in public relations with a diverse customer base.
- Must be able to problem solve and act as advocate for the customer.
- Belonging Statement
- We believe that all people should feel welcomed, valued, and supported, and that our workforce should be reflective of the communities we serve.
Qualifications:
Education - H.S. Diploma/GED Equivalent
Experience – 1+ years of experience
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