Customer Service Advocate II

TRAINING - 8 WEEKS (4 WEEKS CLASSROOM AND 4 WEEKS HANDS ON)

TRAINING SCHEDULE - MONDAY-FRIDAY, 8AM-4:30PM

AFTER TRAINING SCHEDULE - MONDAY-FRIDAY, MUST HAVE AVAILABILITY BETWEEN 8AM-6PM

• Interviews will be conducted onsite.
• Training is for 4-8 Weeks.
• Onsite Position.

• Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries.
• Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures.
• Performs research as needed to resolve inquiries.
• 65% Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research.
• Maintain all departmental productivity, quality and timeliness standards.
• 15% Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
• Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
• Coordinate with other departments to resolve problems.
• 10% Provide feedback to management regarding customer issues.
• Maintain accurate records concerning issues.
• Follow through on complaints until resolved or report to management as needed.
• 5% Maintain knowledge of procedures and policies.
• Assist with process improvements by recommending improvements in procedures and policies.
• 5% Assist with the training of new employees and cross training of coworkers.

• Required Skills and Abilities: Excellent verbal and written communication skills.

• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations. Good judgment.
• Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently.
• Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

• Required Education: High School Diploma or equivalent Required Work Experience:
• 2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.
• Preferred Education: Associate Degree-Any Major Preferred Work Experience: 3 Years-Customer service or claims processing experience.