Benefit Customer Care Advocate

You will own each customer experience from start to finish, answering benefit questions via phone, email, and chat in a fast-paced, solutions-based call center environment. You will research questions thoroughly using internal resources, guide customers through product features, stay up-to-date with new products, and act as the customer's advocate internally to influence product decisions and roadmap. You will work a full-time 40-hour/week schedule, meet quality and productivity standards, and be flexible to accommodate seasonal volume spikes including weekend overtime from December through March.

Responsibilities

• Own customer inquiries from start to finish while keeping the customer updated during the resolution process
• Handle live inbound phone calls and flex onto email and chat channels based on business needs
• Work a full-time 40-hour/week schedule during hours of operation
• Meet quality and productivity standards for superior customer service
• Collaborate with other advocates and across the company to influence product development
• Deliver exemplary customer service using a search-first mentality before asking for support
• Expand critical thinking skills to answer progressively more complex customer inquiries
• Stay up-to-date with new products and features and communicate updates to customers
• Accommodate annual volume spikes with weekend overtime and blackout periods from December through March

Requirements

• Minimum 2+ years of experience in call center, technology, retail, or hospitality
• At least 1 year of experience in a customer-facing benefits role with a Broker, Carrier, or Benefits provider
• Preferred 2 years of experience in the benefits space
• Comfort working with multiple technologies such as Salesforce, Slack, Confluence, and NICE Workstation
• Ability to navigate multiple digital systems and use customer data to inform decisions
• Strong critical thinking and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage stress effectively in a dynamic environment
• Reliability and strong attendance
• Active engagement with AI tools relevant to the role

Benefits

• Equity (RSUs)
• Health insurance
• 401(k)
• Competitive base pay