Customer Service Advocate

Pyramid Consulting, Inc. is seeking a talented Customer Service Advocate for a 3-month contract opportunity with long-term potential. The role involves responding to member and provider inquiries, resolving complaints, and maintaining performance standards in a high-paced contact center environment.

Responsibilities:

• 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
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• 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
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned
• Complies with all policies and standards

Requirements:

• Telephone soft skills
• Computer literate
• Call Center Representative experience/skills
• Microsoft Office
• High school diploma/GED
• 1 year of call center experience