Customer Success And Representative - Hybrid

The Customer Advocate’s main objective is to support the organization's provider’s network efforts by identifying, attracting, and contracting qualified attorneys and mediators. This position will play a crucial role in ensuring that the company has talented and diverse network providers that aligns with its strategic goals and objectives.

The Customer Advocate’s responsibilities will include sourcing qualified providers through different channels, such as different websites within our internal database, and professional networks. This role will carefully review qualifications such as insurance, license etc. to identify potential qualified providers who meet the company's requirements. Conducting initial screenings and assessments will allow this role to evaluate future qualified providers. Provider research will enable this role to adapt and implement effective recruitment practices that keep the organization competitive in attracting top providers.

Under direct supervision, the Customer Advocate will support the company’s mission to provide high-quality customer service to members, providers, and potential customers. This includes outbound calling, receiving inbound calls, and email communications to our members and providers.

Performance Outcomes

Customer Interaction and Communication

• Communicate with customers through various channels, including phone, and email

• Listen actively to customer inquiries, concerns, and feedback, and provide timely and accurate responses.

• Maintain a friendly and empathetic tone while addressing customer issues.

• Educate customers about product features, usage, and best practices to enhance their experience and satisfaction.

• Provide guidance on troubleshooting common issues and offer self-service resources when applicable.

Issue Resolution and Collaboration:

• Investigate and troubleshoot customer problems, finding appropriate solutions and alternatives.

• Collaborate with other departments to resolve complex issues and ensure timely resolution.

• Escalate unresolved matters to higher levels of support or management as necessary.

• Handle customer complaints or concerns professionally, calmly, and effectively.

• Turn negative experiences into positive ones through effective problem-solving and communication.

Customer Advocacy and Feedback Management:

• Gather customer feedback and insights, and relay these to relevant internal teams to drive improvements in products, services, and processes.

• Serve as the voice of the customer within the company, advocating for their needs and driving customer-centric initiatives.

• Maintain comprehensive and accurate records of customer interactions, transactions, and inquiries.

• Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, issue resolution, and more.

• Communicate customer insights to aid in the development of better products and services.

Education, Knowledge, and Experience

• 3 years of experience in customer service, preferably in sales environment

• HS Diploma or equivalent is required

• Strong computer knowledge; proficiency in Microsoft Office applications

• Types a minimum of 35 WPM

• Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it

• Excellent communication skills

• Excellent writing skills

• Ability to educate our customers effectively and accurately on products and services

• Excellent telephone etiquette

• Detail-oriented and strong organizational skills

• Strong time-management skills

• Strong computer knowledge; proficiency in Microsoft Office applications

• Ability to multi-task with multiple assigned cases

• Demonstrates problem solving skills

• Has a willing, “can-do” attitude, always ready to seek-out best solutions and outcomes for our customers and or our providers

FLSA Status

Non Exempt

Physical Requirements/ Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintain excellent attendance and adherence

• Able to retain substantial amounts of information

• Prolonged periods sitting or standing at a desk and working on a computer

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds

• The ability to frequently, physically move between departments/floors

• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.