Customer Engagement Advocate

Concentra•Addison, TX

3d•Onsite

About The Position

Concentra is recognized as the nation’s leading occupational health care company. With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees. The Customer Engagement Advocate is responsible for using sales skills, customer service, and product expertise to influence customers and support Concentra's valued customers. The Customer Engagement Advocate contacts existing Strategic and Key Customers to onboard new local decision makers, educate existing decision makers on new product and service lines, and maximize their utilization of Concentra products and services. In this role, the Customer Engagement Advocate will leverage customer knowledge and utilize creative approach to identify sales opportunities for continued customer growth and retention.

Requirements

High School Diploma or GED
Minimum of one or more years of experience in customer service, call center management, or account management
Proficiency in using computers and familiarity with chat and messaging platforms
At least one or more years of experience using customer data applications, CRM, ticketing systems, and/or phone queues
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
Exceptional interpersonal skills and customer service skills which should include professionalism, impartiality, and flexibility in thinking
Solid work ethic and integrity with a desire to work with a high level or energy and encourage others to do the same
Excellent organization and time management skills, with the ability to move between diverse tasks
Demonstrate customer-focused approach, which include courteous and respectful interactions with customers especially when handling customer complaints or objections
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Ability to work in a fast-paced environment with aggressive performance expectations
Strong systems skills and comfortability with working with technology, customer data applications, and Microsoft Office Suite.

Nice To Haves

Healthcare industry experience preferred
Experience in occupational health care or workers' compensation preferred

Responsibilities

Partner with the Strategic and Key account managers to onboard customers and expand their use of Concentra services.
Telephonic and/or digital outreach to existing customer leads that are generated through analysis of Strategic and Key accounts utilization of Concentra services.
Maintain strong knowledge of Concentra's products and services, and leverages this knowledge through the selling and implementation processes
Leverage industry knowledge to identify opportunities to maximize the customer's use of Concentra's products and services.
Educate customers on Concentra processes, products, and outcomes
Engage in customer follow up to previously sold customer to ensure continued satisfaction and utilization of Concentra services.
Engage in thorough interaction with customers to gauge their satisfaction with Concentra and to fully understand customer complaints and concerns.
Initiate updates to correct errors in Concentra's Centralized Customer Management (CCM) and HUB applications
Ensure proper service delivery, reporting, and billing through correct account set up.
Collaborate with internal disciplines to identify and resolve the root cause of customer issues as they arise.
Create, close, and implementation plans that shorten the sales cycle and increases market share by customer
Document and maintain accurate records of all sales and account maintenance activities in Microsoft Dynamics 365 CRM