Benefit Customer Care Advocate
Provides phone, email, and chat support for small-business health benefits customers, resolving complex inquiries and advocating for customers. Requires at least two years of relevant customer-facing experience, including one year in benefits, plus strong communication and problem-solving skills.
About the job
Responsibilities
- Own customer inquiries from start to finish, keeping customers updated throughout the resolution process.
- Primarily handle live inbound phone support and flex to email and chat channels based on business needs.
- Meet quality and productivity standards for exceptional customer service.
- Research questions thoroughly using internal resources before requesting additional support.
- Resolve increasingly complex health benefits inquiries using critical thinking and customer advocacy.
- Stay current on product and feature updates and communicate them clearly to customers.
- Collaborate with fellow advocates and cross-functional teams to influence product development.
- Work a full-time, 40-hour-per-week schedule during operating hours, including additional weekend overtime and limited PTO flexibility during seasonal volume spikes from December through March.
Requirements
- At least 2 years of experience in a call center, technology, retail, or hospitality environment.
- At least 1 year of customer-facing benefits experience with a broker, carrier, or benefits provider.
- Two years of benefits experience preferred.
- Comfort working with multiple technologies and digital systems in a digital-first environment.
- Strong written and verbal communication skills, active listening, and the ability to explain technical concepts to varied audiences.
- Proactive problem-solving, critical thinking, accountability, reliability, ethical judgment, and effective stress management.
- Ability to collaborate, adapt, and maintain a professional customer-facing presence.
Tools
- Salesforce
- Slack
- Confluence
- NICE Workstation
Compensation
- $20.51–$23.08 per hour in Denver and most remote locations.
- Compensation varies by location, experience, and expertise.
- Full-time employees receive benefits and equity compensation.
Skills
Customer Service, Health Benefits, Call Center, Salesforce, Slack, Confluence, Nice Workstation, Critical Thinking, Problem Solving, Written Communication, Verbal Communication
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