Summary
 

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.

Description
 

Position Purpose: We are hiring a Customer Service Advocate I. This role provides prompt, accurate, thorough, and courteous responses to all customer inquiries. This job can be complex and may require research and the ability to answer members’ questions correctly.

The successful candidate for this position will be someone who pays strong attention to detail and is comfortable working in a high-volume, fast-paced environment.

Logistics:

This position is full-time (40 hours/week), Monday through Friday, in a typical office environment. Employees are required to have the flexibility to work any of our 8-hour shifts scheduled between 7:00 AM and 5:00 PM. Training will be Monday through Friday, 7:00 AM to 3:30/4:00 PM, for approximately 6-8 weeks. This role is located on-site in Birmingham, AL.

What You'll Do:

• Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written web, or walk-in inquiries. Accurately documents inquiries.

• Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research, and/or assist with priority inquiries and special projects as required by management.

• Provides feedback to management regarding customer problems, questions, and needs. Maintains accurate records of complaints and/or customer comments and recommends management changes. Follows through on complaints until resolved or reports to management as needed.

• Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements by recommending changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.

• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

To Qualify for this Position, You'll Need:

• High School Diploma or equivalent

• Excellent verbal and written communication skills.

• Strong human relations and organizational skills.

• Ability to handle high-stress situations.

• Good judgment skills.

• Strong customer service skills.

• Ability to learn and operate multiple computer systems effectively and efficiently.

• Basic computer operating skills.

• Standard office equipment.

We Prefer That You Have:

• Associate Degree

• 2 years of customer service or call center experience.

• Knowledge of word processing, spreadsheet, and database software.

What We Can Do For You

You are not alone. We are here to support you:

Our comprehensive benefits package includes the following:

• 401(k) retirement savings plan with company match

• Subsidized health plans and free vision coverage

• Life insurance

• Paid annual leave – the longer you work here, the more you earn

• Nine paid holidays

• On-site cafeterias and fitness centers in major locations

• Wellness programs and healthy lifestyle premium discount

• Tuition assistance

• Service Recognition

What to Expect Next

After submitting your application, our recruiting