Customer Service Advocate I

CGS Administrators, LLC•Nashville, TN

2d•$18 - $21•Remote

About The Position

The Customer Service Advocate I provides prompt, accurate, thorough, and courteous responses to customer inquiries, conducting research as needed to resolve them. The role responds to telephone, written, web, and walk-in inquiries; documents customer interactions; processes adjustments; and coordinates with other departments to resolve problems. It also supports priority inquiries and special projects, reports customer feedback and suspected fraudulent activity or system errors, and contributes to process improvements while meeting departmental productivity, quality, and timeliness standards. This is a full-time, remote position open anywhere in the USA, working Monday through Friday for 40 hours per week. Initial training lasts six weeks, with stated training hours of 7:30 p.m. to 4:00 p.m. CT; time off is not permitted during this training period. After training, the regular schedule is 8:30 a.m. to 5:00 p.m. CT. Certain divisions require employees to have lived in the United States for at least three of the last five years because of CMS government-contract requirements. An offer may be rescinded if this residency requirement is not met.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong human relations and organizational skills.
Ability to handle high-stress situations.
Good judgment skills.
Strong customer service skills.
Ability to learn and operate multiple computer systems effectively and efficiently.
Basic computer operating skills.

Nice To Haves

Associate degree.
Two years of customer service or call center experience.
Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in customer inquiries, and document inquiries accurately.
Initiate or process adjustments and conduct research to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, recommend changes to management, and follow complaints through to resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural or technical changes to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activity and system errors to appropriate departments.