Benefit Customer Care Advocate

Responsibilities

• Own customer inquiries from start to finish while keeping the customer updated during the resolution process
• Primarily handle live inbound phone channel, with flexibility to flex onto email and/or chat channels based on business needs
• Work a full-time 40-hour/week schedule during hours of operation
• Meet quality and productivity standards for superior customer service and performance progression
• Collaborate closely with other advocates and across the company to influence product development
• Deliver exemplary customer service using a "search first" mentality, researching questions through internal resources before asking for further support
• Expand critical thinking skills and knowledge to answer progressively more challenging customer inquiries
• Stay up-to-date with new products/features and communicate updates to customers effectively
• Be flexible to accommodate annual volume spikes from December through March, including weekend overtime and blackout periods for paid time off

Requirements

• Minimum 2+ years of experience within call center, technology, retail, or hospitality space
• At least 1 year experience in a customer-facing benefits role with a Broker, Carrier, or Benefits provider (2 years in Benefits space highly preferred)
• Comfortable working with multiple technologies in a digital-first environment (Salesforce, Slack, Confluence, NICE Workstation)
• Navigate multiple digital systems and use customer data to inform decisions
• Proactive problem solver with strong critical thinking skills
• Comfortable in a role heavy in customer interaction
• Thrives in a dynamic environment and manages stress effectively
• Reliable with strong attendance
• Ethical approach to providing top-tier customer service
• Excellent written and verbal communication skills; able to explain technical concepts to diverse audiences