The Service Advocate is responsible for providing quality customer service in a primarily in-bound calling environment. If you are a professional customer service representative who is able to consistently demonstrate positive, responsive, accurate, and friendly communication with our discount benefit members and client groups we’d like to talk to you about this exciting career opportunity!
We offer flexible schedules:
Full-time: M-F 10-7
Prime-time: M-F 9-3, 10-4 or 11-5
Part-time: M-F 10-2, 2-6
Answers all incoming calls and makes necessary outbound calls to provide consistently DAZZLING service.
Take inbound calls from members, clients, and providers as well as explain member benefits, products, and help locate providers
Become an expert on at least one benefit while continuing to grow overall product knowledge
Achieve and maintain 90% monitoring average
Maintain an availability standard of 90% of the work day to take calls
Ensure consistent schedule adherence, including arrival to work, punctuality returning from breaks/lunches, and departing from work as scheduled
Resolve Level 1 problems within 24 hours
Other duties as assigned
Core Competencies (F.L.I.I.P.)
Flexibility – Maintains effectiveness when experiencing major changes in work responsibilities or environment and adjusts effectively to work within new structures, processes, requirements or cultures. Remains flexible in spite of adversity. Embraces change.
Leadership – Facilitates a positive and productive team oriented environment. Provides open communication/feedback within the team. Builds collaboration to maintain productive teams. Treats people with honesty and respect. Maintains positive relationships with employees at all levels. Uses appropriate interpersonal styles to establish effective relationships with clients, vendors and internal partners. Interacts with others in a way that promotes openness and trust and gives them confidence in one's intentions.
Innovation – Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm and personal performance. Takes steps to improve processes and find better solutions. Champions quality work and proactively takes steps to correct errors or improve overall products/solutions. Drives continuous improvement. Demonstrates a willingness to change approach based on feedback.
Integrity – Supports and upholds the organization's standards and values. Demonstrates honesty, reliability and professionalism. Maintains the highest ethical standards.
Passion – Provides excellent customer service to internal clients, partners, vendors and teams. Responds promptly, professionally, effectively, and efficiently. Recognizes sense of urgency in responding to needs. Follows up to ensure requests, needs, and commitments are met consistently.
Qualifications and Skills
The ideal candidate must possess the following skills, knowledge, and characteristics to perform the essential functions of this job:
Friendly and pleasant phone voice
Bilingual English/Spanish is REQUIRED
Call Center experience beneficial
Strong written and verbal skills
Excellent dependability and reliability
Exceptional critical thinking and problem solving skills
Possess a strong passion and ability for delivering exceptional customer service to internal and external parties
Strong follow-through skills
High School Diploma or GED
Ability to type and handle phone conversation simultaneously
Ability to talk or hear, both in person and by telephone- including use of headset equipment
Good visual acuity
Repetitively feel and operate standard office equipment
Capable of lifting up to 25 pounds
Must be able to perform work at a computer terminal for 6-8 hours, and function in an environment with interruptions
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
This discount card program is NOT insurance, not intended to replace insurance, and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CRM 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. For a complete list of disclosures, please click here. | Limitations, Exclusions and Exceptions | Discount Medical Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.