Customer Service Advocate III
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Job Description
Customer Service Advocate resolving complex issues using various communication channels at Centene. Supports members in a fast-paced environment over phone, chat, and email.
Responsibilities:
- Serves as the advocate that focuses on resolving more complex issues or concerns for members or providers.
- Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more complex complaints and escalations.
- Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed.
- Provides support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services.
- Resolves complex problems and educates customers on solutions or requested information.
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
- Identifies and documents all customer information and communications to update leadership on customer needs thru root cause analysis.
- Provides guidance and training to other team members on more complex issues in absence of team lead.
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
Requirements:
- Requires a High School diploma or GED.
- Requires 2 - 4 years of related experience.
- May require vocational or technical education in addition to prior work experience.
Benefits:
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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