Customer Service Advocate

Customer Service Advocate

Melbourne, FL

Now Hiring Customer Service Advocates for a November 9th Start!

The starting rate for this role is $20.50 per hour

Interested candidates must be willing and able to work onsite full-time in our Melbourne, FL office. Office hours are between 8am and 7pm ET, Monday through Friday.

The Job

Customer Service Advocates (CSAs) are a trusted resource for our Medi-Share program members and medical service providers who have questions or concerns related to the membership guidelines, provisions of the program, technical challenges, medical bills, and more. CSAs exemplify CCM's Christ-centered commitment to providing excellent service for members and providers through their technical proficiency, job knowledge, and faith.

Essential Job Duties & Responsibilities

• Presenting accurate, complete, and sometimes sensitive or difficult-to-hear information to the caller with tact and grace
• Troubleshooting and resolving issues
• Working with a high sense of urgency with all medical service providers and program members
• Showing compassion and understanding to customers in need
• Meeting monthly service objectives as outlined by management
• Embracing any additional training, development, or special assignments with optimism
• Adhering to company rules and policies
• Seeking to grow in the body of Christ; serving as a role model in professionalism, information accuracy, dependability, and timeliness and, if asked, mentoring others
• Offering prayer to all members and providers at every appropriate opportunity
• Contributes to the exercise and expression of Christian Care Ministry's Christian beliefs
• All other duties as assigned

Essential Skills & Abilities

• Oral and written communication expertise
• Typing speed of 30 wpm or more
• Reading and interpreting documents
• Strong multi-tasking
• Critical thinking and problem solving
• Applying understanding to carry out instruction furnished in written, oral, or diagram form
• Digital literacy including e-mail, search engines, word processing, Microsoft Suite, and Zoom
• Familiarity working with two computer monitors
• Strong knowledge of computer hardware and software
• Maintaining strict adherence to scheduled tasks
• Staying connected in a remote environment using multiple communications channels
• Utilizing a database system including how to update fields

Core Competencies/Demonstrable Behaviors

• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, authenticity.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Action Oriented Takes on tasks and new opportunities with a sense of urgency and enthusiasm.
• Member First exhibits full commitment to serving members and/or clients by prioritizing their needs first in alignment with our program's purpose. This commitment is demonstrated through understanding of the program(s), provided through quality and timely service while exercising empathy in every interaction. Every CCM employee shares responsibility to steward resources faithfully, removing barriers to understanding, and creating accessible, connected, and Christ-centered experiences.
• Humble demonstrates Christ-Centered humility by honoring others, accepting feedback, and prioritizing collective success over individual recognition
• Hungry exhibits initiative, perseverance, and commitment to serving God through excellence. Demonstrates passion for personal and organizational growth while diligently advancing the mission of Christian Care Ministry
• Smart shows relational and emotional intelligence, communicates effectively, collaborates harmoniously, and reads social cues with grace and discernment

Education and/or Experience

• High school diploma or GED, and two (2) years of customer service experience in a relevant industry (insurance, financial services, healthcare) required
• Two years high volume contact center experience preferred
• Experience in healthcare, insurance or medical billing preferred

Supervisory Responsibilities

• This job has no supervisory responsibilities

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:

• 100% paid Medical for employees/99% for family
• Generous employer Health Savings Account (HSA) contributions
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
• 6 weeks of paid parental leave (for both mom and dad)
• Dental - two plans to choose from
• Vision
• Short-term Disability
• Accident, Critical Illness, Hospital Indemnity
• 401(k) up to 4% match on ROTH or Traditional contributions
• Generous paid-time off and 11 paid holidays
• Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
• Employee Assistance Program including no cost, in-person mental health visits and employee discounts
• Monetary Anniversary Awards Program
• Monetary Birthday Awards

Minimum Age Requirement: Due to the nature of the responsibilities associated with this positionincluding independent decision-making, access to confidential information, and potential exposure to regulated environmentscandidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.