Hiring - Customer Care.

Job description

Title : Customer Advocate 1
Member Customer Advocate – On Site
Duration: 3 months (possible conversion to Full time after 3 months)
Location : Temple, TX


Essential Functions of the Role
• 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.

• 3 Months Contract to hire.