Customer Advocate (2515-758)

MorphoTrust Franklin, TN

The Customer Advocate is the escalation point of contact for all incoming customer advocacy escalations and is responsible for efficient and timely resolution of all customer cases. The Customer Advocate will use the Customer Portal and other tools to develop and maintain the required reports, dashboards and analysis tools.

Essential Job Functions (includes but is not limited to):

Serve as a single point of contact for all incoming customer advocacy escalations and manage these inquiries by ensuring efficient and timely support case flow management and phone calls

Research and resolve customer issues with primary focus on customer satisfaction and level of urgency

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Work directly with other functional organizations (e.g. Call Center, Operations, Engineering, Service Management, etc.) to ensure successful customer issue resolution

Develop and maintain strong relationship with clients, and other support organizations

Maintain and foster a positive customer experience and customer satisfaction by day-to-day active involvement and resolution of customer issues

Perform day-to-day administrative tasks such as maintaining information files and processing paperwork

Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Contact customers to respond to inquiries or to notify them of investigation results or any planned adjustments

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Ability to work Saturdays as a normal work schedule

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Required Skills

Knowledge, Skills and Abilities:

Analysis and problem-solving skills are essential

Communicates effectively with others to identify needs and evaluate alternative business solutions with project management

Continually seeks opportunities to increase customer satisfaction and deepen relationships

Identifies critical issues with ease

Must be able to meet deadlines and work with little or no supervision

Maintains strong attention to detail in high-pressure situations

Strong communication skills, both written and verbal

Ability to work as a team player across a diverse and geographically distributed team

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking

Required Experience

Qualifications, Education and Experience:

Undergraduate degree and a minimum of five years related work experience, or a combination of education and experience that would enable performance of the full scope of the position

4+ years of direct experience in a Call Center or Customer Support organization is a must

4+ experience in the use of an enterprise ticketing application

Prior knowledge and experience as an enrollment agent is highly desired

Bilingual speaking skills (Spanish) highly desired

Travel Requirement, Working Conditions and Physical Demands:

Travel requirement, such as:

Ability to travel locally for activities such as meetings, classes, and workshops.

Must be able to travel occasional by air as needed to attend training, conferences, and related activities.

Working Conditions, such as:

General office environment. The work area is adequately lighted, heated, and ventilated.

Majority of day consists of phone work; comfort with headset required

Physical Demands, such as:

Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.

Must be a US Citizen, without dual Citizenships

MorphoTrust is an equal opportunity employer .

We evaluate qualified applicants without regard to race, color, religion, sex,

sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics