Employee Advocate

Department: Benefits Administration/Call Center
Status: Full-time and Part-time positions available, Non-Exempt

The Employee Advocate is a health and welfare customer service representative who supports the benefit questions, education and acts on behalf of the employee as an advocate for communication between the employee and the carrier representative. Professional communications both verbal and written are a vital part of the advocates support for each customer interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• Professional communication and personalized service via phone and email communications
• Ownership, documentation, and problem resolution for a wide range of clients, employees, retirees, and COBRA eligible participants. Utilize troubleshooting skills to resolve client issues and to minimize repeat calls.
• Commitment to problem resolution, education and delighting each customer
• Coordinate with internal and external business partners to ensure requests are handled appropriately and within a timely manner. Refer inquiries to appropriate resources for resolution as necessary.
• Timely follow-up on unresolved issues to ensure total customer satisfaction
• Recognize and document recurring problems or trends and provide feedback to management, when appropriate
• Taking inbound calls 75% of work day
• Special projects
  

REQUIRED QUALIFICATIONS:

• Fast Learner; health and welfare knowledge is a plus
• Professional verbal and written communication skills
• Highly motivated to provide superior customer care
• Strong organizational, problem solving, and troubleshooting skills
• Excellent follow through and detail orientation skills
• Ability to work in a fast-paced, team environment
• Strong interpersonal skills
• Excellent judgment skills in dealing with complaints and sensitive issues
• Detail oriented
• Must be able to work flexible hours
• Working knowledge of Microsoft Office Suite
• Typing 35 wpm
  

TO APPLY:

If you are interested in applying for this position, please send your resume, along with salary requirements to careers[at]trion.com.