Benefit Customer Care Advocate

• Own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process.
• Primarily manage live inbound phone channels, with flexibility to handle email and/or chat based on business needs.
• Work a full-time 40-hour/week schedule during operational hours.
• Meet the quality and productivity standards necessary to achieve superior customer service and performance progression.
• Collaborate closely with other advocates and company departments to influence product development.
• Deliver exemplary customer service using a 'search first' mentality, ensuring comprehensive research through internal resources before seeking 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 these updates to customers effectively.
• Be flexible to accommodate annual volume spikes which require additional weekend overtime and blackout periods for paid time off.

• Minimum 2+ years of experience within a 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.
• Technical ability to work comfortably with digital technologies like Salesforce, Slack, Confluence, and NICE Workstation.
• Collaborative team player who maintains a professional image.
• Proactive problem solver with critical thinking skills and pride in customer interaction.
• Effective stress management and autonomy in a dynamic environment.
• Reliability and pride in perfect attendance.
• Ethical approach with motivation to improve team and customer success.
• Exceptional written and verbal communication skills, adept at explaining technical concepts to a wide range of audiences.

Pay range: $20.51 - $23.08p/h