Introduction to blithequark
At blithequark, we are dedicated to making a positive impact on the lives of our 28 million members. As a diversified, national organization, we pride ourselves on our commitment to diversity, equity, and inclusion. Our team is passionate about delivering high-quality service and support to our members and providers, and we are looking for a talented and compassionate Customer Service Advocate II to join our team. If you are a customer-focused individual with a passion for resolving issues and providing exceptional support, we encourage you to apply for this exciting opportunity.
Job Overview
As a Customer Service Advocate II at blithequark, you will play a critical role in resolving routine inquiries, issues, and concerns for our members and providers. You will leverage a variety of communication channels, including phone, live chat, and email, to provide timely, accurate, and personalized support. Your goal will be to mitigate and prevent complaints from being escalated, ensuring that our customers receive high-quality service and support in their initial contact.
Key Responsibilities
- Assess and research routine member and provider inquiries, requests, and concerns to determine causes and initiate corrective actions as needed.
- Mitigate and prevent complaints from being escalated to resolve in initial contact.
- Serve as the front-line resolution advocate on various member and provider inquiries, requests, or concerns.
- Provide support on various member or provider issues to ensure customers receive high-quality service.
- Maintain performance and quality standards based on established contact center metrics.
- Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails.
- Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
- Provide expertise in resolving multiple inquiries, requests, and concerns across all areas of responsibilities.
- Perform other duties as assigned and comply with all policies and standards.
Education and Experience
To be successful in this role, you will need a High School diploma or GED, as well as 1-2 years of related experience in a contact center environment. Vocational or technical education in addition to prior work experience is also preferred. Experience interacting with members and providers in a contact center environment is highly desirable. If you have a passion for delivering exceptional customer service and a strong desire to learn and grow with our organization, we encourage you to apply.
Essential Qualifications
- High School diploma or GED required.
- 1-2 years of related experience in a contact center environment.
- Vocational or technical education in addition to prior work experience preferred.
- Experience interacting with members and providers in a contact center environment preferred.
- Strong communication and problem-solving skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong attention to detail and ability to maintain accuracy in a high-volume environment.
Preferred Qualifications
- Previous experience in a healthcare or insurance-related field.
- Knowledge of customer relationship management (CRM) software and contact center technology.
- Certification in customer service or a related field.
- Bilingual or multilingual skills.
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Excellent communication and interpersonal skills: You will need to be able to communicate effectively with our members and providers, both verbally and in writing.
- Strong problem-solving and analytical skills: You will need to be able to assess and research routine inquiries, requests, and concerns to determine causes and initiate corrective actions.
- Ability to work in a fast-paced environment: You will need to be able to adapt to changing priorities and work effectively in a high-volume environment.
- Strong attention to detail: You will need to be able to maintain accuracy and attention to detail in a high-volume environment.
- Ability to work collaboratively as part of a team: You will need to be able to work effectively with other team members to resolve issues and provide exceptional customer service.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Service Advocate II, you will have access to a range of training and development opportunities, including:
- Comprehensive training program: You will receive comprehensive training on our products, services, and systems to ensure that you have the knowledge and skills you need to succeed in your role.
- Ongoing coaching and feedback: You will receive regular coaching and feedback from your supervisor and other team members to help you continue to grow and develop in your role.
- Opportunities for advancement: As you gain experience and develop your skills, you will have opportunities to advance to other roles within the organization.
- Tuition reimbursement and education assistance: We offer tuition reimbursement and education assistance to help you continue to grow and develop in your career.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. As a Customer Service Advocate II, you will be part of a dynamic and diverse team that is passionate about delivering exceptional customer service. Our company culture is built on a foundation of:
- Respect and inclusivity: We value and respect the diversity of our employees, members, and providers.
- Integrity and transparency: We operate with integrity and transparency in all of our interactions.
- Accountability and responsibility: We take accountability and responsibility for our actions and their impact on our members and providers.
- Collaboration and teamwork: We work collaboratively as a team to achieve our goals and deliver exceptional customer service.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation and benefits package, including:
- Competitive pay: We offer a competitive hourly rate of $17.17 - $26.97 per hour.
- Comprehensive benefits package: We offer a comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.
- Flexible work arrangements: We offer flexible work arrangements, including remote, hybrid, field or office work schedules, to help you balance your work and personal life.
- Opportunities for advancement: We offer opportunities for advancement and professional growth, including training and development programs, tuition reimbursement, and education assistance.
Conclusion
If you are a customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team as a Customer Service Advocate II. At blithequark, we are committed to making a positive impact on the lives of our members, and we believe that our employees are the key to our success. Apply today to join our dynamic and diverse team and take the first step towards a rewarding and challenging career in customer service.
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