Welcome to blithequark: Transforming Lives Through Exceptional Customer Service At blithequark, we are dedicated to making a positive impact on the lives of our 28 million members. As a diversified, national organization, we offer a unique blend of competitive benefits, flexible work arrangements, and a dynamic work environment that fosters growth and development. Our Customer Care team is at the heart of our mission, providing timely, accurate, and personalized support to our members and providers. We are now seeking an experienced Customer Service Advocate II to join our team and help us deliver exceptional service that changes everything for our members. Job Overview In this critical role, you will serve as the advocate for our members and providers, focusing on resolving routine inquiries, issues, or concerns in a timely and effective manner. You will leverage various communication channels, including phone, live chats, and emails, to provide high-quality support and ensure that our customers receive the best possible service. Your goal will be to mitigate and prevent complaints from being escalated, resolving issues in the initial contact whenever possible. 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. Requirements and Qualifications To be successful in this role, you will need to possess a High School diploma or GED and have 1-2 years of related experience in a contact center environment. Vocational or technical education in addition to prior work experience may be required, and experience interacting with members and providers in a contact center environment is preferred. You should be able to work effectively in a fast-paced environment, handling multiple inquiries and concerns simultaneously while maintaining a high level of quality and customer satisfaction. Essential Skills and Competencies: Excellent communication and interpersonal skills. Ability to work in a high-paced contact center environment. Strong problem-solving and analytical skills. Ability to maintain confidentiality and handle sensitive information. Strong attention to detail and ability to document information accurately. Ability to work effectively in a team environment and build strong relationships with colleagues and customers. Strong knowledge of quality standards, regulations, and policies. Ability to adapt to changing situations and priorities. Career Growth and Development Opportunities At blithequark, we are committed to the growth and development of our employees. As a Customer Service Advocate II, you will have access to ongoing training and development opportunities, including continuous learning education and on-the-job training. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and making a positive impact on the lives of our members. Work Environment and Company Culture Our work environment is dynamic, supportive, and inclusive. We value diversity and promote a culture of respect, empathy, and understanding. Our employees are our greatest asset, and we are committed to providing a work environment that is flexible, collaborative, and rewarding. We offer a range of benefits, including competitive pay, 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. Compensation and Benefits We offer a competitive pay range of $17.50 - $27.50 per hour, depending on experience and qualifications. Our comprehensive benefits package includes health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work. We also offer opportunities for career advancement and professional growth, as well as a range of incentives and rewards for outstanding performance. Diversity, Equity, and Inclusion At blithequark, we are committed to diversity, equity, and inclusion. We value the ways in which we are different and believe that our diversity is a strength. We are an equal opportunity employer and welcome applications from qualified candidates of all backgrounds. We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees, regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. How to Apply If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our website. We look forward to hearing from you and exploring how you can contribute to our mission of transforming lives through exceptional customer service. Join our team at blithequark and be part of a dynamic and supportive work environment that values diversity, equity, and inclusion. Apply now and take the first step towards a rewarding and challenging career as a Customer Service Advocate II. Apply for this job