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Hours Full-time, Part-time
Location Phoenix, AZ 85085
Phoenix, Arizona

About this job

Job DescriptionThe Customer Care Advocate is responsible for providing a high level of customer service, quality and accuracy when taking in-bound calls from our customers. Customer Care Advocates provide first call resolution when responding to a variety of customer inquiries pertaining to Short Term and Long Term Disability Leaves and Benefits.RequirementsResponsibilities Include:- Responds with a sense of urgency to inquiries from policy holders, providers and/or others for information and assistance regarding insurance claims, benefits and policies.- Proactively investigates and resolves complex customer service issues, calls, and complaints. - Uses critical thinking when problem solving, ensuring customer satisfaction and adherence to company policies.- Establishes clear call expectations & explanations, follows-up as promised, actively listens and probes for clarification so as to better provide guidance.- Interprets & explains policy provisions to the customer-s satisfaction and level of understanding.- Able to de-escalate callers and appropriately address sensitive issues while communicating information in as tactful and positive a manner as possible.- Maintains a high level of confidentiality across all interactions in adherence with all privacy regulations and requirementsQualifications:- High School diploma or equivalent required.- Working knowledge of basic computer functions including Microsoft products, internet research and email communication.- Able to navigate between multiple software systems or applications with relative ease.- Strong verbal and written communication and interpersonal skills required.- Ability to prioritize multiple tasks and duties.- One year of experience in a Customer Service environment interacting with a culturally diverse population a plus.- Bilingual in Spanish is a plus.HighlightsMon-Friday 8-5pm in the summer and 9-6pm in the fall/winter. We cover CST until 7pm. Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]