Customer Service Advocate

Summary

Christian Care Ministry's Customer Service Advocate are a primary resource for our program members and medical service providers who may have questions or concerns related to the membership guidelines, general provisions of the program, technical support, paying their monthly share amounts, and so much more. Customer Service Advocates are an incredibly important part of carrying out the mission and vision of Christian Care Ministry.

• Present accurate, complete, and sometimes sensitive or difficult-to-hear information to the caller with tact and grace
• Document call notes accurately and according to procedure in appropriate systems
• Troubleshoot and resolve issues with members and/or providers
• Work with a high sense of urgency with all medical service providers and/or program members
• Show compassion, empathy and understanding to customers and/or providers in need
• Meet monthly service objectives as outlined by management
• Embrace any additional training, development, or special assignments with optimism
• Adhere to company rules and policies
• Seek to grow in the body of Christ; serving as a role model in professionalism, information accuracy, dependability, and timeliness and, if asked, mentor others
• Offer prayer to all members and providers at every appropriate opportunity

• Contribute to the exercise and expression of Christian Care Ministry's Christian beliefs

• All other duties as assigned

• Oral and written communication expertise

• Typing speed of 30 wpm or more
• Reading and interpreting documents
• Strong multi-tasking
• Critical thinking and problem solving
• Applying understanding to carry out instruction furnished in written, oral, or diagram form
• Digital literacy including e-mail, search engines, word processing, Microsoft Suite, and Zoom
• Familiarity working with two computer monitors
• Strong knowledge of computer hardware and software
• Maintaining strict adherence to scheduled tasks
• Staying connected in a remote environment using multiple communications channels
• Utilizing a database system including how to update fields

• Situational Adaptability–adapting approach and demeanor in real time to match the shifting demands of different situations.
• Instills Trust-Gaining the confidence and trust of others through honesty, integrity, authenticity.
• Customer Focus-Build strong customer relationships and deliver customer-centric solutions.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Manages Complexity - "Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems."
• Action Oriented – takes on tasks and new opportunities with a sense of urgency and enthusiasm

• High school diploma or GED, and two (2) years of customer service experience in a relevant industry (insurance, financial services, healthcare) required

• Two years high volume contact center experience preferred
• Experience in healthcare, insurance or medical billing preferred