Customer Care Advocate
New
J
JobgetherHealthcare Support
Fully remote work opportunity within the United States.Full-TimeMiddle
Salary20.6 - 25.75 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- Problem SolvingCustomer serviceCritical thinkingCRMCustomer support
Requirements
- High school diploma or equivalent required.
- 2+ years of experience in customer service, customer support, customer success, healthcare support, or a related field.
- Experience managing customer interactions across multiple channels, including phone, chat, email, SMS, or digital platforms.
- Ability to effectively use AI-enabled tools and digital technologies to improve customer outcomes.
- Comfortable working with multiple systems and platforms simultaneously.
- Strong written and verbal communication skills with the ability to adapt messaging to different audiences.
- Demonstrated critical thinking, independent decision-making, and problem-solving skills.
- Ability to manage multiple priorities while maintaining accuracy and attention to detail.
- Strong customer advocacy mindset with a commitment to ownership and service excellence.
- Ability to work effectively in a fast-paced environment with evolving processes and priorities.
Responsibilities
- Serve as the primary contact for customer inquiries across voice, chat, SMS, email, and other digital communication channels.
- Resolve customer concerns with empathy, professionalism, and sound judgment while prioritizing first-contact resolution.
- Take ownership of customer issues from initial contact through resolution, ensuring timely follow-up and clear communication.
- Manage complex or sensitive customer situations while balancing customer needs, compliance requirements, and business priorities.
- Recognize escalation needs and collaborate with internal teams to achieve successful customer outcomes.
- Deliver consistent and personalized customer experiences across multiple engagement platforms.
- Guide customers toward self-service resources and digital solutions when appropriate.
- Maintain accurate documentation across systems while ensuring compliance with established processes and requirements.
- Effectively use AI-enabled tools, knowledge platforms, and workflow technologies to improve productivity and service quality.
- Review and validate AI-generated recommendations using critical thinking and established guidelines.
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