Benefits Care Advocate

You will own customers' inquiries from start to finish, keeping the customer updated at all times during the resolution process. You will primarily work on the live inbound phone channel for the entirety of your shift, but you should be prepared to flex onto email and chat channels based on business needs. You will work a full-time 40-hour per week schedule during hours of operation and meet quality and productivity standards. You will deliver exemplary customer service using a search-first mentality, researching questions through internal resources before asking for further support. You will expand your critical thinking skills to answer progressively more complex customer inquiries, stay up-to-date with new products and features, and communicate updates to customers clearly. You will collaborate closely with other advocates and across the company to influence product development, and you will be flexible to accommodate annual volume spikes from December through March, including weekend overtime and blackout periods for paid time off.

Responsibilities

• Own customer inquiries from start to finish while keeping customers updated throughout the resolution process
• Work primarily on the live inbound phone channel and flex onto email and chat channels based on business needs
• Work a full-time 40-hour per week schedule during hours of operation
• Meet quality and productivity standards for superior customer service
• Collaborate closely with other advocates and across the company to influence product development
• Deliver exemplary customer service using a search-first mentality by researching questions through internal resources
• Expand critical thinking skills and knowledge 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 from December through March including weekend overtime and paid time off blackout periods

Requirements

• Minimum 2+ years of experience within the call center, technology, retail, or hospitality space
• At least 1 year of experience in a customer-facing benefits role with a broker, carrier, or benefits provider
• 2 years of experience in the benefits space highly preferred
• Comfort working with multiple technologies in a digital-first environment such as Salesforce, Slack, Confluence, and NICE Workstation
• Ability to navigate multiple digital systems and use customer data to inform decisions
• Collaborative teammate ready to wear multiple hats
• Proactive problem solver with strong critical thinking skills
• Ability to manage stress effectively in a dynamic environment
• Reliable with strong attendance
• Ethical with a commitment to top-tier customer service
• Great written and verbal communication skills with the ability to explain technical concepts to a wide range of audiences

Benefits

• Competitive base pay
• Equity (RSUs)