Customer Service Advocate III (Arkansas)

Centene Corporation

2d • Hybrid

About The Position

Serves as the advocate that focuses on resolving more complex issues or concerns for members or providers. Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more complex complaints and escalations. Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed. Provides support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services. Resolves complex problems and educates customers on solutions or requested information. Provides customer service in a high pace contact center environment over the phone, via live chats and emails. Identifies and documents all customer information and communications to update leadership on customer needs thru root cause analysis. Provides guidance and training to other team members on more complex issues in absence of team lead. 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. Performs other duties as assigned. Complies with all policies and standards. Available to work Monday-Friday, 8:00am-5:00pm CST.

Requirements

• Requires a High School diploma or GED.
• Requires 2 - 4 years of related experience.
• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.
• Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Nice To Haves

• Candidates for this position preferably reside within Arkansas.
• May require vocational or technical education in addition to prior work experience.
• Vocation or technical education may include additional on-the-job training or continuous learning education.

Responsibilities

• Serves as the advocate that focuses on resolving more complex issues or concerns for members or providers.
• Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more complex complaints and escalations.
• Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed.
• Provides support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services.
• Resolves complex problems and educates customers on solutions or requested information.
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
• Identifies and documents all customer information and communications to update leadership on customer needs thru root cause analysis.
• Provides guidance and training to other team members on more complex issues in absence of team lead.
• 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.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Available to work Monday-Friday, 8:00am-5:00pm CST.

Benefits

• competitive pay
• health insurance
• 401K
• stock purchase plans
• tuition reimbursement
• paid time off
• holidays
• a flexible approach to work with remote, hybrid, field or office work schedules.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED