Responsible for intake and resolution of National Account block customer inquiries, problems and/or service requests
Act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues
Take ownership of issues from beginning to end
Coordinate with all necessary 'back office' areas to resolve
Act as the secondary intake point for any Customer inquiries
Track activities in CRM
Fulfill reporting requests from customers
Identify and drive business changes / continuous improvements needed
Look at trends and root cause analysis to identify improvement opportunities

Bachelor's degree with 5+ years of experience or an equivalent combination of education and experience
Thorough understanding of contract provisions and administrative policies and procedures
Ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions
Proven record of providing strong and effective customer service
Excellent problem solving skills

Generous vacation and sick time
Market-leading paid family, parental and adoption leave
Medical coverage
Company paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment that supports career growth
Recognition as a top employer

Client Advocate – National Accounts

Key skills