Customer Service Advocate III

Job Title

Duties: Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries. Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

65% Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Maintain all departmental productivity, quality and timeliness standards.

15% Initiate corrective actions, process adjustments, or perform other research to resolve inquiries. Evaluate inquiries to identify underlying causes and implement actions to prevent future issues. Coordinate with other departments to resolve problems.

10% Provide feedback to management regarding customer issues. Maintain accurate records concerning issues. Follow through on complaints until resolved or report to management as needed.

5% Maintain knowledge of procedures and policies. Assist with process improvements by recommending improvements in procedures and policies.

5% Assist with the training of new employees and cross training of coworkers.

Skills: Required Skills and Abilities: Strong oral and written communication skills. Proficient in spelling, punctuation, and grammar. Strong organizational, analytical, and customer service skills. Ability to handle high stress situations. Basic business math proficiency. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Other Tools: Microsoft Office. Preferred Sills and Abilities: Ability to persuade, negotiate or influence. Preferred Software and Other Tools: Knowledge of database software. Work Environment: Typical office environment.

Education: Required Education: High School Diploma or equivalent Required Work Experience: 2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience. Preferred Education: Associate Degree-Any Major Preferred Work Experience: 3 Years-Customer service or claims processing experience.