Experienced Customer Service Advocate II – Delivering Exceptional Support to 28 Million Members at blithequark

Are you a customer service professional with a passion for delivering exceptional support to members and providers? Do you thrive in a fast-paced contact center environment where no two interactions are ever the same? If so, we invite you to join blithequark as an Experienced Customer Service Advocate II, where you'll have the opportunity to make a meaningful impact on the lives of our 28 million members.

About blithequark

blithequark is a diversified, national organization that's committed to delivering innovative solutions to the healthcare industry. With a focus on quality, consistency, and compliance, we're dedicated to providing our members and providers with the support they need to thrive. As a Customer Service Advocate II, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

Position Purpose

As a Customer Service Advocate II, you'll be the advocate that focuses on resolving routine inquiries, issues, or concerns for members and/or providers. You'll leverage a variety of communication channels to provide timely, accurate, and personalized support on routine complaints and escalations. Your goal will be to mitigate and prevent complaints from being escalated, ensuring that our members and providers receive high-quality service.

Key Responsibilities

* Assess and research routine member and/or provider inquiries, requests, and/or concerns to determine causes, and initiate corrective actions to other service or technical departments 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/or 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/or concerns across all areas of responsibilities
• Perform other duties as assigned
• Comply with all policies and standards

Essential Qualifications

* High School diploma or GED

• 1-2 years of related experience in a contact center environment
• Vocational or technical education in addition to prior work experience (may include additional on-the-job training or continuous learning education)
• Experience interacting with members and/or providers in a contact center environment preferred

Preferred Qualifications

* Bachelor's degree in a related field (e.g., business, communications, customer service)

• Previous experience in a customer-facing role, particularly in the healthcare industry
• Proven track record of delivering exceptional customer service in a fast-paced contact center environment
• Strong communication and interpersonal skills, with the ability to build rapport with members and providers
• Ability to work in a team environment and provide support to colleagues as needed
• Familiarity with CRM applications and other contact center software

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to build rapport with members and providers

• Strong problem-solving and analytical skills, with the ability to assess and resolve complex issues
• Ability to work in a fast-paced contact center environment, with multiple priorities and deadlines
• Strong attention to detail and organizational skills, with the ability to document and track member and provider information
• Ability to work independently and as part of a team, with a focus on delivering exceptional customer service
• Strong technical skills, with the ability to navigate CRM applications and other contact center software

Career Growth Opportunities and Learning Benefits

As a Customer Service Advocate II at blithequark, you'll have the opportunity to grow and develop your skills in a dynamic and supportive environment. We offer a range of training and development programs, including:

• On-the-job training and coaching
• Ongoing education and training programs
• Opportunities for advancement and career growth
• A comprehensive benefits package, 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.

Work Environment and Company Culture

blithequark is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:

• Quality: We're committed to delivering exceptional quality in everything we do.
• Consistency: We strive to maintain consistency in our processes and procedures.
• Compliance: We adhere to all relevant laws, regulations, and policies.
• Customer Focus: We're dedicated to delivering exceptional customer service and support.
• Teamwork: We work collaboratively as a team to achieve our goals.

Compensation, Perks, and Benefits

As a Customer Service Advocate II at blithequark, you'll receive a competitive salary, ranging from $17.17 to $26.97 per hour, depending on your skills, experience, education, and other job-related factors permitted by law. You'll also be eligible for a comprehensive benefits package, including:

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• A flexible approach to work with remote, hybrid, field, or office work schedules

Equal Opportunity Employer

blithequark is an equal opportunity employer that's committed to diversity and inclusion. We value the ways in which we're different and strive to create a workplace that's welcoming and inclusive for all employees. We're committed to providing equal employment opportunities to all qualified applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Apply Now

If you're a customer service professional with a passion for delivering exceptional support to members and providers, we invite you to apply for the Experienced Customer Service Advocate II role at blithequark. Please visit our website to learn more about the position and submit your application. Apply for this job