Customer Service Advocate I

Role overview Resolve customer questions through phone, written, web, and in-person channels, providing accurate and courteous service. This is a full-time remote role with weekday hours and a six-week training period; after training, the regular schedule is 8:30 a.m. to 5:00 p.m. Central Time.

Responsibilities - Respond promptly to customer inquiries and document each interaction accurately. - Research issues, process adjustments, and coordinate with other departments to reach a resolution. - Track complaints through resolution and escalate cases when needed. - Assist with priority requests and special projects, and share recurring customer needs with management. - Recommend process improvements based on daily work and follow established quality and productivity standards. - Identify and refer suspected fraud or system errors to the appropriate teams.

Requirements - High school diploma or equivalent. - Strong written and verbal communication, customer service, organization, and interpersonal skills. - Good judgment and ability to handle stressful situations. - Ability to learn and use multiple computer systems and standard office equipment. - For roles supporting certain federal healthcare programs, must have lived in the United States for at least three of the past five years; this may be verified during background screening.

Nice to have - Associate degree. - Two years of customer service or call center experience. - Familiarity with word processing, spreadsheet, and database software.

Benefits and work setup - Remote anywhere in the United States; full-time, Monday through Friday. - Training lasts six weeks, runs 7:30 a.m. to 4:00 p.m. Central Time, and does not permit time off. After training, regular hours are 8:30 a.m. to 5:00 p.m. Central Time. - Benefits include health, dental, and vision plans, a 401(k) with employer match, life insurance, paid time off, education assistance, and employee discounts.