IDR Customer Advocate - On-Site Support

Description

A Pro Peer Customer Service Specialist is the frontline voice of our Independent Dispute Resolution (IDR) program. This position is responsible for handling a variety of inbound and outbound communications from phone calls and emails to live chats to accurately help resolve disputes and create positive outcomes ensuring each interaction is met with clarity, professionalism, and care.

Essential Job Functions

• Conduct research to gather relevant information and support case resolution

• Audit documentation to ensure accuracy, compliance, and completeness

• Troubleshooting technical and procedural issues

• Coordinate with initiating and non-initiating parties to confirm details, request services, and keep cases moving forward

• Manage inbound and outbound contacts in a courteous, timely, and professional manner

• Answer all email/chat questions professionally and efficiently

• Ensure first call resolution through problem solving and effective call handling

• Research systems to obtain needed information

• Effectively collaborate with cross department team members to resolve issues as needed

• Accurately document and process customer claims

• Accurately utilize knowledge base and training documentation

• Comply with requirements surrounding confidential and personal information

• Escalate issues to leadership for resolution support as needed in a timely manner

• Ability to be resourceful and proactive in dealing with issues that may arise by collaborating with team and Director, IDR Customer Service

• Support others in a team environment

• Assumes other activities and responsibilities from time to time as directed

Requirements

• Basic knowledge of Microsoft products (Word, Excel, PowerPoint, Outlook)

• Written and verbal communication skills with a demonstrated ability to deliver excellent customer service

• Ability to multi-task and quickly adapt in a fast-paced environment

• Strong organizational skills

• Attention to detail

• Professional appearance

• General Typing Skills - 55wpm

• Proficiency in English (verbal/written) Exemplary planning and time management skills

• Ability to work in high pressure, deadline driven environment

• Ability to multitask and prioritize daily workload

• High level verbal and written communications skills

• Critical Thinking Skills

• Demonstrated ability to problem solve complex, multifaceted, situations

• Ability to engage easily in abstract thought

• Strong organizational and task prioritization skills

• Previous Independent Dispute Resolution (IDR) determination and eligibility experience is preferred

Required Education and Experience:

• High School Diploma or equivalent

• 2 years of contact support experience in a call center or customer service environment

• Previous Independent Dispute Resolution (IDR) determination and eligibility experience preferred

License and Certification: N/A

Driving Essential: No

Position Demands:

This position requires sitting, bending, and stooping for up to 8 hours per day in an office setting. Ability to lift and move objects weighing up to 10 lbs. Ability to learn technical material. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Must be able to operate a computer and other office productivity machinery such as a calculator, copy machine, printer, etc.

The person in this position frequently communicates with guests, team members, and vendors and must be able to exchange accurate information.

Equal Employment Opportunity:

The Company is a veteran-owned Company and provides Equal Employment Opportunities (EEO) to all Team Members and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender (including gender identity), pregnancy, childbirth, or a medical condition related to pregnancy or childbirth, national origin, age, disability, genetic information, status as a covered veteran in accordance with applicable federal, state, and local laws, or any other characteristic or class protected by law and is committed to providing equal employment opportunities.

The Company complies with applicable state and local laws governing…