The Service Advocate is responsible for providing quality customer service in our inbound call center.
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
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
Ensure consistent schedule adherence, including arrival to work, punctuality returning from breaks/lunches, and departing from work as scheduled
Possess a strong passion and ability for delivering exceptional customer service to internal and external parties
Strong follow-through skills
Extraordinary time management and organizational skills
Achieve and maintain 90% monitoring average
Maintain an availability standard of 90% of the work day to take calls
Resolve Level 1 problems within 24 hours
Bi-lingual English/Spanish is preferred
Call Center experience is preferred
High School Diploma or GED
Technical Expertise – The ability to demonstrate depth of knowledge and skill in a technical area.
Diagnostic Information Gathering – The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it.
Analytical Thinking – The ability to tackle a problem by using a logical, systematic, sequential approach.
Thoroughness – Ensuring that one's own and others' work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
Attention to Communication – The ability to ensure that information is passed on to others who should be kept informed.
Customer Orientation – The ability to demonstrate concern for satisfying one's external and/or internal customers.
Managing Change – The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change.
Stress Management – The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
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.
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 Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475.