Job Details
* BCForward is looking for Customer Service Advocate (Remote- INDIANA) *
* Position Title: Customer Service Advocate I *
* Location: Remote-IN *
* Expected Duration: 03 Months *
* Pay Rate: $18/hr *
* Estimated Start Date: ASAP *
* Education level: HIGH School or GED *
* Position Purpose: *
* As a Customer Service Advocate I, you will serve as the primary point of contact for resolving inquiries, issues, or concerns for members and/or providers. Leveraging various communication channels, you will provide timely, accurate, and personalized support on routine complaints. This role was previously known as Customer Service Representative or Call Center Representative.
* Education/Experience: *
* This is an entry-level position typically requiring little or no previous experience.
* Equivalent experience can be acquired through applicable knowledge, duties, scope, and skills reflective of this position's level.
* Experience in multitasking using multiple systems and programs simultaneously is preferred.
* Responsibilities: *
* Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
* Mitigate and prevent complaints from escalating by resolving them in the initial contact.
* Serve as the front-line resolution advocate for various member and/or provider inquiries, requests, or concerns.
* Resolve basic problems by providing requested information, understanding needs, and determining if problems need to be escalated.
* Maintain performance and quality standards based on established contact center metrics.
* Provide customer service in a fast-paced contact center environment over the phone, via live chats, and emails.
* Document all member or provider information and communications for quality and performance tracking through Customer Relationship Management (CRM) applications.
* Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
* Perform other duties as assigned.
* Comply with all policies and standards.