Customer Care Advocate

Job Description

Job Title: Customer Care Advocate

Location: Cary, NC(remote after training)

Duration: Long term Contract

Key Responsibilities

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• Virtual role working from a home office.
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• Respond to customer inquiries via telephone and email, providing exceptional service to members with insurance products and benefit plans.
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• Research and resolve inquiries related to product features, policy provisions, claims status, and standard procedures.
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• Process transactions efficiently and route requests requiring policy modifications to the appropriate internal teams. Monitor and track requests to ensure timely completion.
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• Build and strengthen customer relationships through effective communication, active listening, and empathy.
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• Navigate multiple electronic systems simultaneously to provide accurate, complete, and integrated responses to customer inquiries.
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• Deliver consistent, professional, and high-quality customer service while demonstrating strong verbal and interpersonal skills.
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Required Qualifications & Technical Skills

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• High School Diploma or GED equivalent.
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• Minimum 1 year of experience in a remote call center customer service role.
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• Reliable high-speed wired Ethernet internet connection (minimum 100 Mbps download, 20 Mbps upload). Wi-Fi is not compatible.
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• Ability to work across multiple monitors and applications simultaneously, including CRM systems, Microsoft Word, Excel, and Outlook, while assisting customers.
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Preferred Qualifications

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• 2+ years of call center or customer service experience.
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• Strong computer and keyboarding skills with efficient typing ability.
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• Experience handling dental insurance or other insurance products.
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• Previous experience working in a dental office.
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• Excellent listening, verbal communication, and customer service skills, with the ability to build trust and accountability through an empathetic approach.
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• Experience using Salesforce or similar CRM platforms is considered an asset.
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