Customer Advocate

Description

Position title:  Customer Advocate

Reports to: Customer Advocate Supervisor 

FLSA status: Non-Exempt

Position Summary Provide a wide range of customer support services to include responsibility for customer support services, case management, and related functions. 

Company Overview The Idaho Health Insurance Exchange, dba Your Health Idaho, was established in 2013 by Idaho House Bill 248. We are an independent entity overseen by a 19-member Board of Directors. Your Health Idaho is Idaho’s online marketplace where Idaho individuals, families, and small businesses can shop, compare, and choose the health insurance that’s right for them. We are also the only place where Idahoans can apply for and receive a tax credit that can pay for some or all of their monthly premiums. We serve over 100,000 Idahoans and support ~$500m in annual premiums. Your Health Idaho has received multiple awards for our culture and is recognized as a premier employer in the Treasure Valley.

Responsibilities (Position may include additional functions not listed) 

• Provide outstanding customer service to address customer inquiries, concerns, and requests via phone, email, or chat and other designated methods.
• Effectively communicate product knowledge, features, and benefits to customers, ensuring accurate and helpful information is provided.
• Assist customers with troubleshooting, resolving issues, and providing technical support when necessary.
• Document and maintain detailed and accurate customer records in the CRM system.
• Collaborate with team members and other departments to resolve complex customer issues and ensure customer satisfaction.
• Meet or exceed individual and team performance goals, including call quality, response time, and customer satisfaction ratings.
• Stay up to date with product knowledge, company policies, and industry trends to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to the overall success of the call center operations.
• Perform other duties as assigned.

Qualifications (Required knowledge, skills, abilities, education, experience, etc.)

• Associate’s degree preferred or equivalent through professional experience.
• Excellent written and verbal communication skills as well as interpersonal telephone skills in both English and Spanish.
• 1 year customer service experience, including resolving complex customer issues.
• Excellent communication skills with the ability to empathize, listen actively, and provide solutions to customer concerns.
• Strong computer skills, including Microsoft Office and ability to learn/utilize other technology applications.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Strong problem solving, reading comprehension, and troubleshooting skills for both technical and non-technical issues.
• Ability to sit at a desk and work with a computer for extended periods of time.
• Knowledge of the Affordable Care Act (ACA) preferred.
• Ability to meet minimum standard of 45 WPM typing skill, validated via assessment.
• Ability to work in a fast-paced workplace, adapt to a continually evolving environment
• A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships.
• Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI.
• Ability and commitment to manage and protect consumer Personably Identifiable Information (PII).

Physical & Other Requirements 

• Ability to work in a call center environment, primarily sedentary.
• Consistent attendance is required, including full-time during initial three-week training session (8 hours/day, 5 days/week) as well as regularly scheduled shifts thereafter. Part-time schedules will be considered if requested and appropriate. 
• Availability to work additional hours or weekends based on call center demands.

*The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position. The individual will be required to follow any other instructions and to perform any other job-related duties as required by his/her supervisor or manager. Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform each task proficiently. “Ability” means to possess and apply both knowledge and skill.

This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable accommodation.

This document does not create an employment contract, implied or otherwise. The organization maintains “at will” employment. This job description is subject to review and may be revised or updated at management’s discretion.