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Customer Advocate

1 month, 1 week ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
HIPAA
Apply Now

A.E. Perkins

A.E. Perkins describes itself as a long-term builder and investor in businesses focused on sustainable growth and capital preservation, with core expertise in healthcare payments and benefits technology and additional interests in real estate, consumer products, and emerging payments.

Healthcare payments and benefits technology
201-500
View All Jobs 3

Description

  • Serve as the first point of contact for participants with benefits-related inquiries.
  • Provide timely and accurate information on Flexible Spending Accounts, Health Savings Accounts, COBRA, and related plan details.
  • Educate participants on benefits processes and self-service resources to promote self-sufficiency.
  • Assist with HSA investment options and other account-related questions.
  • Resolve issues, complaints, and escalations with a focus on first-call resolution.
  • Identify required actions for issue resolution and set clear expectations with participants.
  • Document all activities, interactions, and resolutions in the CRM system.
  • Maintain professionalism, empathy, and compliance with HIPAA and privacy regulations.
  • Adhere to quality standards and service excellence expectations.
  • Work effectively in a high-call-volume environment.

Requirements

  • Associate’s degree or 4 years of experience in a customer support or service role required.
  • 2+ years of multi-channel service experience in chat, phone, and email within a contact center environment.
  • Demonstrated success in customer service and problem resolution.
  • Experience asking detailed, probing questions to diagnose customer needs.
  • Strong written and verbal communication skills.
  • Ability to handle sensitive situations with empathy and professionalism.
  • Ability to multitask while staying customer-focused under pressure.
  • Experience with CRM platforms and cloud-based tools such as Zendesk or Amazon Connect.
  • Ability to document interactions, resolutions, and data for follow-up and analysis.
  • Prior healthcare, benefits administration, or insurance industry experience preferred.
  • Bilingual capabilities are a plus.
  • Must attend two weeks of in-person training at the Carrollton, TX corporate office before transitioning to remote work.

Benefits

  • Starting pay of $21.00 per hour.
  • Medical, vision, and dental insurance.
  • 401(k) matching.
  • Flexible Spending Accounts and Health Savings Accounts.
  • Disability and life insurance.
  • Employee Assistance Program and legal/identity protection benefits.
  • Commuter reimbursement plan.
  • Tuition reimbursement.
  • Bonus pay.
  • Wellable membership, telehealth access, and a mental health app.
  • Employee engagement activities and voluntary events.

Interested in this position?

Apply directly on the company website

Apply Now

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