Customer Advocate
New
A
AE PerkinsBenefits administration
Location: Dallas, Texas, United States; This position is remote following successful completion of onboarding., Monday – Friday: 7:00 am – 4:00 pm CST or 8:00 am – 5:00 pmFull-TimeJunior
SalaryAt least 21 USD per hour
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Job Details
- Experience
- Minimum 2+ years of multi-channel service experience, including chat, phone, and email in a contact center environment.
- Required Skills
- Customer serviceZendeskHIPAACRM
Requirements
- Associate’s degree or four years of experience in a customer support or service role.
- At least 2 years of multi-channel service experience, including chat, phone, and email in a contact center environment.
- Demonstrated customer service success, particularly in problem resolution and asking detailed, probing questions.
- Ability to multitask while remaining responsive and focused on customers under pressure.
- Experience with CRM platforms and cloud-based tools, such as Zendesk and Amazon Connect.
- Ability to document interactions, resolutions, and data for customer follow-up and analysis.
- Strong written and verbal communication skills and empathy when handling sensitive situations.
- Ability to anticipate customer questions and proactively address customer needs.
- Prior healthcare, benefits administration, or insurance industry experience is preferred.
- Bilingual capabilities are a plus.
Responsibilities
- Serve as the first point of contact for participants with benefits inquiries.
- Provide timely and accurate information about participant inquiries.
- Educate participants on benefits processes, plan details, and HSA investment options.
- Resolve inquiries and issues, aiming for first-call resolution and handling complaints and escalations.
- Identify and carry out actions needed to resolve issues, setting clear expectations with participants.
- Document activities in the CRM for quality and metrics tracking.
- Maintain professionalism and empathy, including during difficult situations.
- Follow HIPAA, privacy regulations, and quality standards.
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