Customer Advocate at AE Perkins

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

22.0

Posted On

07 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Empathy, CRM Proficiency, Multitasking, Documentation, Compliance, Professionalism, Issue Management, Self-Sufficiency, Timeliness, Attention to Detail, Healthcare Knowledge, Bilingual Capabilities

Industry

technology;Information and Internet

Description

Position Summary: The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits, such as Flexible Spending Accounts, Health Savings Accounts, and COBRA. This role requires excellent communication, problem-solving abilities, and a dedication to providing top-tier customer service. Customer Advocates are expected to work effectively in a high-call-volume environment, proactively resolving participant needs, and guiding users through available resources and tools for self-service. Hours of Operation: Monday – Friday: 7:00 am – 4:00 pm CST (Your working hours must fall within these hours) Principal Duties & Responsibilities: Customer Support: Serve as the first point of contact for participants on inquiries, providing timely and accurate information. (Intermediate) Educate participants on benefits processes, assisting with plan details and HSA investment options to enable self-sufficiency. (Intermediate) Resolve inquiries and issues, striving for first call resolution, including complaint resolution and escalations. (Advanced) Proactive Issue Management: Identify and execute necessary actions for issue resolution, setting clear and achievable expectations with participants. (Intermediate) Document all activities for quality and metrics tracking using the Customer Relationship Management (CRM) system. (Intermediate) Compliance & Professionalism: Maintain professionalism and empathy in interactions, especially during difficult situations, upholding HIPAA and privacy regulations. (Advanced) Display consistent adherence to quality standards and service excellence in alignment with organizational values. (Advanced) Knowledge, Skills, and Abilities Required: Customer Service & Problem Solving: Demonstrated success in customer service, particularly in problem resolution and asking detailed, probing questions. (Advanced) Ability to balance multitasking and customer focus, maintaining responsiveness and professionalism under pressure. (Intermediate) Technology Proficiency: Experience with CRM platforms and cloud-based tools (e.g., Zendesk, Amazon Connect). (Intermediate) Competence in documenting interactions, resolutions, and data for efficient customer follow-up and analysis. (Intermediate) Communication & Empathy: Strong written and verbal communication skills, with the ability to handle sensitive situations with empathy. (Advanced) Attentiveness to customer needs and an ability to anticipate and proactively address potential questions. (Advanced) Credentials & Experience: Associate’s degree or four years of experience in a customer support or service role required. Minimum 2+ years of multi-channel service experience, including chat, phone, and email in a contact center environment. Prior healthcare, benefits administration, or insurance industry experience preferred. Bilingual capabilities are a plus. NOTE: Starting pay for this position is $22.00/HR. BENEFITS Medical Insurance Vision Insurance Dental Insurance 401(k) Matching Flexible Spending Accounts Health Savings Accounts Disability & Life Insurance Employee Assistance Program LegalShield ID Shield Commuter Reimbursement Plan Tuition Reimbursement Bonus Pay ADDITIONAL BENEFITS INCLUDE: Wellable membership Telescope Health (telehealth) through Accresa Intellect (mental health) application Employee engagement activities, including voluntary events, raffles, book club, and more!

Responsibilities

The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits. This role involves educating participants, resolving issues, and maintaining professionalism while adhering to compliance standards.