Member Advocate Representative

Role:

To assist members and potential members with their telephone, chat, texts or email requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions & Responsibilities:

• Maintain or exceed Member Experience Expectation, Average Hold Time Goal, Average Handle Time Goal, and achieve appropriate adherence, while utilizing off queue and idle time in a productive manner.
• Assists members and potential members with their telephone, answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to the appropriate level of support, along with their recommendations.
• Maintains member account information on computer system.
• Assures that appropriate records are maintained and required reports are prepared.
• Assists other departments as needed.
• Performs other related duties as assigned.

Knowledge and Skills:

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED
• Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Other Skills: Able to operate a computer keyboard; able to make decisions with minimum information.
• Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.