Benefits Care Advocate, Phoenix

Responsibilities

• Own customers' inquiries from start to finish, keeping the customer updated during the resolution process.
• Primarily handle live inbound phone channel for the entirety of your shift; 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; comprehensively research questions through internal resources before seeking further support.
• Expand critical thinking skills and knowledge to answer progressively more challenging/complex 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 additional 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.
• Highly preferred: 2 years experience in the Benefits space.
• Comfortable working with multiple technologies in a digital-first environment (e.g., Salesforce, Slack, Confluence, NICE Workstation); able to navigate multiple digital systems and use customer data to inform decisions.
• Collaborative teammate who can wear multiple hats, inspire others, and maintain a professional brand and image.
• Proactive problem solver with strong critical thinking skills; accountable and sees customer interactions through from start to finish.
• Able to manage stress effectively in a dynamic environment; autonomous but asks for help when needed after checking resources.
• Reliable with strong attendance and commitment to customers.
• Ethical, self-motivated to continuously improve for the success of the team and customers.
• Great written and verbal communicator; confident, methodical thinker who explains technical concepts clearly to diverse audiences and listens to customers.

Compensation

• Cash compensation range: $19.231/hr—21.63/hr in Phoenix (annualizes to approximately $40,000—$45,000).
• Competitive compensation with strong emphasis on equity (RSUs).
• Additional benefits and total rewards per company philosophy (see Total Rewards page).