Customer Service Advocate Job Description

Customer Service Advocate Job Description Template

Our company is looking for a Customer Service Advocate to join our team.

Receive and enter order data into computer system;
Track returned merchandise reason codes and makes adjustments to improve service quality;
Partner with sales representatives and warehouse team to meet and exceed customer’s expectations;
Provide timely feedback to management team regarding service failures or customer concerns;
Compile quality measures and prepare various reports for management;
Other duties as assigned;
Work closely with sales team to identify new opportunities for customers;
Process manufacturing orders;
Cross train in other functional areas of facility (e.g. accounts payables, accounts receivables);
Receive and resolves most customer complaints;
Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication and/or in person;
Answer a diverse and high volume of health insurance related customer calls and correspondence on a daily basis;
Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals;
Utilization Management-related accountabilities for FEP staff include;
Meet quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.

Intermediate comprehension of anatomy and medical practices;
Type >35 words per minute with 5% error rate or less;
Advanced bilingual (Spanish/English) skill in verbal communication – Mi Consejero Azul only;
Intermediate understanding of dental and medical terminology;
Intermediate PC proficiency;
Intermediate bilingual (Spanish/English) skill in written communication – Mi Consejero Azul only;
Intermediate knowledge of insurance claim coding;
Type 30 to 35 words per minute with 5% error rate or less;
Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones.