Responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests
Act as the primary issue resolution owner and resolve Customer problems
Coordinate with all necessary 'back office' areas to resolve issues
Act as the daily point of contact for customer inquiries (calls, emails, web chats, etc.)
Track activities in CRM
Fulfill reporting requests from customers
Maintain tracking and reporting
Identify and drive business changes / continuous improvements needed
Look at trends and root causes and work with internal partners to identify improvement opportunities

Bachelor's degree preferred
5+ years of client facing experience or an equivalent combination of education and experience
Excellent problem solving skills and high energy and enthusiasm
Strong verbal and written communication skills
Thorough understanding of contract provisions and administrative policies and procedures
Ability to influence the horizontal process and influence the owners of each part of the process
Proven record of providing strong and effective customer service
Ability to effectively analyze issues and identify root causes to prevent reoccurrence
Understanding of systems and technology
Ability to work standard hours through 5PM PST

Client Advocate

Key skills