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Customer Service Advocate I

Professional Management Enterprises
United States, Indiana, Indianapolis
9245 North Meridian Street (Show on map)
May 13, 2025
Customer Service Advocate I serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints. Previously known as Customer Service Representative or Call Center Representative. Schedule: M-F, 11 am - 8 pm EST Work Location: Remote Indiana Pay: $19.38 hourly Responsibilities: Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner Mitigates and prevents complaints from being escalated to resolve in initial contact. Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution Maintains performance and quality standards based on established contact center metrics Provides customer service in a high pace contact center environment over the phone, via live chats and Emails Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance Complies with all policies and standards Education/Experience: Entry-level position typically requires little or no previous experience. Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Experience interacting and multitasking using multiple systems and programs simultaneously preferred.