AA2IT · 2 months ago
Customer Advocate 1
Temple, TX
Full-time
Onsite
New Grad, Entry Level
$18/hr - $18/hrAA2IT is a company seeking a Customer Advocate 1 to support their customer service operations. The role involves communicating policies and services to members, ensuring effective resolution of inquiries, and maintaining high standards of customer service. The position requires adherence to call handling goals and proficiency in handling member inquiries.
Cloud Data ServicesConsultingInformation Technology
Responsibilities
Under general supervision, communicates to Members policies, procedures, and services to ensure complete knowledge of the Plan
Must adhere to call handling goals of 80% of calls answered within 30 seconds
Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements
Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored
Helps and meets schedule adherence goals based on department policy successful completion of proficiency testing following initial Advocate training
Serves as a primary contact for benefits, premium payments and simple enrollment inquiries for Personal Plans based on first contact resolution guidelines
Verifies demographic information on all inquiries and updates the Plan system
Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint
Accesses appropriate sources to obtain benefit information requested by Member
Accurately documents phone log records for each inquiry with appropriate messaging based on department standards
Qualification
Required
H.S. Diploma/GED Equivalent
Entry Level experience
Must adhere to call handling goals of 80% of calls answered within 30 seconds
Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements
Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored
Helps and meets schedule adherence goals based on department policy
Successful completion of proficiency testing following initial Advocate training
Must successfully complete Customer Service training and successfully pass proficiency exam to maintain CSA position
Must successfully complete spelling, grammar, and basic computer skill testing during job interview
Must be proficient in typing and basic computer skills
Perform well in a fast-paced, stressful routine work environment
Must have good phone etiquette and uses effective communication skills (both verbal and written)
Must be familiar with policies, procedures and new products offered by Marketing and completes training as required
Must be able to multi-task
Must be knowledgeable in public relations with a diverse customer base
Must be able to problem solve and act as advocate for the customer
Company
AA2IT
Aamazing IT offers IT solutions, Salesforce consulting, AI, data analytics, and staffing services.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase