Customer Service Advocate

Job Title

Duration: 12+ months

Job Description

Must be available to work any hours between 8am to 8pm Monday-Sunday. Work schedule will be assigned at completion of the training based on business need.

Weekends are required from October 1 – March 31. They try to rotate weekends so that it is not every weekend. Expect to work at least two out of four weekends.

Overtime - October 1 – March 31 OT is expected during high volume weeks, but the weeks are typically 40hrs a week outside of those weeks.

Must not have any Planned Time Off during training time (June 22nd till Aug 14th) and the blackout dates (11/21, 11/24-11/28, 12/24, 12/26/2026- 1/5/2027) as they will not be able to approve it due to high work volume.

Responsibilities

Training – 6-8 weeks. Completion of all required training is essential to ensure you are equipped with the knowledge and skills needed for your assignment. Candidates are expected to attend all training sessions as scheduled, on time and in full; absences, tardiness, and requests for PTO during this period will not be approved.

Dress code is business casual - no exceptions.

This is a call center/customer service with a heavy call volume. Must be fine with being on phones.

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

Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. 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, researches and/or assists with priority inquiries and special projects as required by management.

Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. 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 through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.

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

Experience

1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience. Preferred Education: Associate Degree Preferred Work Experience: 3 years-of customer service or call center experience.

Skills

Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

Education

High School Diploma or equivalent

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement

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