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BusinessOperations - Customer Service Advocate I

Remote:

Full Remote

Contract:

Full time

Work from:

United States

Offer summary

Qualifications:

Entry-level position with no experience required, Experience in Multitasking preferred.

Key responsabilities:

Resolve routine member/provider inquiries timely
Prevent complaints from escalating during first contact
Communicate to assess member/provider needs
Maintain performance standards based on metrics
Document communications through CRM applications

Accede Solutions Inc (accedesol.com) Human Resources, Staffing & Recruiting SME https://accedesol.com/

See more Accede Solutions Inc (accedesol.com) offers

Job description

BusinessOperations - Customer Service Advocate I

Duration: 12 Months
Start: 11/11/2024
Remote Role

Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints. Previously known as Customer Service Representative or Call Center Representative.

Responsibilities:
Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
Mitigates and prevents complaints from being escalated to resolve in initial contact.
Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
Maintains performance and quality standards based on established contact center metrics
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
Performs other duties as assigned
Complies with all policies and standards

Education/Experience:
Entry-level position typically requiring little or no previous experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Experience interacting and multitasking using multiple systems and programs simultaneously preferred.

About Accede:
Accede Solutions is a Nationally Certified Search firm providing services in multiple sectors. We are a Women and Minority-owned Business with a strong emphasis on Diversity, Equity, and Inclusion (DEI). We have managed and Implemented Talent Acquisition and Talent Management processes and had successful engagement with clients in the areas of Financial Services, Technology, healthcare and professional services. We provide a full range of talent acquisition and management services designed to maximize the efficiency of your information management operation.
From executive recruiting, to contract-to-hire placement, to contract employment, we offer solutions for your day-to-day workflow issues as well as workload spikes and special projects. We also specialize in retained executive search focused on recruiting distinctive leaders and C level roles. With a track record of successfully recruiting key human capital leaders, we have earned a reputation for insightful and nuanced cultural advisory work built on a platform of strong capability supported by a rigorous and artful approach in assessing cultural fit.

We were listed as Fast 100 Asian American firm in 2023 & 2024 by USPAACC and listed as # 2115 fastest growing companies in US in INC5000

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

Accede is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.
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