About this role

Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers
Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints
Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
Mitigates and prevents complaints from being escalated to resolve in initial contact
Maintains performance and quality standards based on established contact center metrics
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship
Bilingual (English/Russian) strongly preferred
Requires a High School diploma or GED
Experience interacting and multitasking using multiple systems and programs simultaneously preferred

Bilingual Customer Service Advocate, Russian

Key skills