Job Description

Job Title: Customer Care Advocate

Location: Warwick RI training then virtual work

Location: United States; Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location and must be able to come in on an as-needed basis as determined by client.

Must be available for the full duration of in office training

Hours of training: 8:30am - 5pm EST Monday - Friday

Hours post training: Must be available 8am - 11pm Monday through Friday.

Will receive a consistent schedule within that time frame after training.

Essential Skills and Experience:

1-2 years of experience call center preferred - will also consider those with customer service experience.

- Must have intermediate computer literacy/proficiency

- Must be able to multi-task/operate multiple screens while speaking with customers.

Key Responsibilities:

At all times enhance and strengthen relationships between the customer and client. Customer Care Advocates are expected to perform these responsibilities in a consistent, professional manner while displaying superior interpersonal and service skills.

Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.

Servicing customers who possess a client policy by responding to requests via telephone.

Research and respond to requests and discuss options regarding various aspects of the policy and procedures.

Assist with site access and refer requests for other policy modifications to appropriate areas

Essential Business Experience and Technical Skills:

Required:

New hires should live in a commutable distance from the site the role is posted in.

High school diploma or GED equivalent.

Must have ability to work shifts between the hours of 8 AM and 11 PM ET, Monday through Friday. This includes evening shifts if needed (evening shifts can last until 11 PM ET).

Strong knowledge of troubleshooting for different browsers (Chrome, Edge, Firefox), clearing cookies and cache, screenshots etc.

Experience accessing and navigating up to 10 electronic systems to provide complete response.

Must possess a professional and engaging phone voice and demonstrate a true desire to help people.

Preferred:

Previous Call Center experience preferred.

Demonstrate ability to learn quickly and willingness to obtain functional knowledge and understanding of company products.

Possess excellent oral & written communication skills along with a professional and engaging phone voice and superior telephone etiquette.

Excellent active listening skills with ability to comprehend and articulate clearly to customers in a dynamic and fast-paced environment while promoting a world-class image of client

Demonstrate ability to work in a team environment to improve service to internal and external customers while also demonstrating an ability to work independently from home.

Ability to generate innovative ideas for process improvements and problem-solving; Ability to work various shifts within hours of operation.

Flexibility is a must, as your shift can change to meet business needs and additional hours may be asked per business need.

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