Customer Service Advocate - Pittsburgh

Apogem Capital is a company that delivers comprehensive insurance and absence management solutions for mid-sized and large companies. They are seeking a Customer Service Advocate who will assist customers with inquiries regarding disability benefits, eligibility, and claims, while providing solutions and support. The role requires strong communication skills and the ability to handle complex customer interactions with empathy and problem-solving skills.

Responsibilities

• Customer Service Advocate respond to customer inquiries primarily regarding:
• Eligibility associated with their disability
• Understanding of claim status
• Understanding of claim payments related to disability plans
• Researching customer information and inputting data into designated system
• Assist customers with outbound calls to provider’s office to obtain medical records for disability claim
• Customer Service Advocates Are Measured On
• Direct feedback from customer via post call surveys, which include:
• The ability of the customer service advocate to resolve their inquiry
• Their satisfaction with the overall experience while they spoke with the advocate
• The level of effort that the customer experienced in resolving their inquiry
• Internal quality assessments that measure how accurately and efficiently the customer service advocate responded to the inquiry
• Core Competencies Of This Role
• Customer Focus- Consistently goes above and beyond to understand customer requirements and surpass their expectations
• Communicates Effectively- Proactively shares a great deal of information; considers what others want to know, not just what they need to know
• Manages Conflict- Shows a positive approach in times of conflict and helps to dispel tension when there are differences of opinion
• Situational Adaptability- Swiftly determines when flexibility is required and skillfully shifts own approach
• Nimble Learning- Consistently asks meaningful questions of others to learn from their experience and knowledge
• Optimizes Work Processes- Consistently adheres to defined and communicated standards, methods, and procedures

Skills

• High School Diploma or equivalent required
• Excellent written and oral communication skills
• Ability to perform in a high volume, fast paced call center environment
• Proven ability to work independently as well as a productive member of a team
• Exceptional organizational and time-management focus
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
• Creative problem solving, critical thinking and empathy skills are essential
• Professional interaction, active and passive listening skills
• Ability to utilize computer-based resources in a highly effective manner to educate and provide accurate responses to customer inquiries
• Innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries
• Associates or Bachelor's degree preferred
• Customer service experience preferred

Benefits

• Leave programs
• Adoption assistance
• Student loan repayment programs

Company Overview

Company H1B Sponsorship