Escalation and Real Time Support Specialist - Remote

Escalation and Real Time Support Role

The Escalation and Real-Time Assistance Specialist supports advocates by answering real-time questions, researching issues, and managing escalations.

They communicate across leadership levels, resolve complex service issues, and translate interactions into knowledge improvements.

They also identify process improvements and support the Satisfaction Team.

KEY RESPONSIBILITIES

Complex Issue Management


* Real Time Support
+ Provide immediate support to advocates and leaders by fielding real-time questions through a support model, ensuring efficient and effective issue resolution
+ Research and drive engagement and discovery to assist advocates in addressing customer inquiries promptly
+ Guide advocates and leaders on effectively utilizing their resources, fostering self-sufficiency, and minimizing the need for future support inquiries.


* Escalations and Complex Service Issues
+ Manage and resolve escalated issues with a sense of urgency, utilizing internal resources and external partners to prevent further escalation and repeat calls.
+ Assist frontline call advocates with the resolution of escalated calls, offering guidance and education to prevent future escalations.
+ Handle complex service issues by coordinating with multiple departments and external third parties to ensure timely and satisfactory resolutions for customers.

Knowledge and Process Improvement


* Translate daily advocate interactions into knowledge articles, ensuring they reflect current processes and best practices


* Track and identify error trends from advocate interactions, notifying management to address gaps and improve service quality


* Continuously update and refine knowledge resources to ensure accuracy and relevance, enhancing advocates' ability to resolve customer issues efficiently

Cross-Functional Team Support


* Proactively communicates with customers, employers, healthcare professionals and internal business partners to resolve issues


* Support the Satisfaction Team and contribute to continuous customer service enhancements and peer coaching

Skills & Qualifications


* Customer Service:Excellent customer service skills including the ability to manage escalated matters a must (includes listening, empathy, professionalism, courtesy, courage, etc.)


* Customer Service Orientation: Commitment to providing excellent service to internal and external stakeholders.


* Effective Communication: Strong negotiation and interpersonal skills
+ Ability to communicate clearly and effectively via verbal and written channels (calls, letters, emails, other) and across various levels of the organization and departments
+ Ability to remain professional, empathetic and customer focused under extremely stressful situations


* Problem-Solving:Strong analytical and problem-solving skills to research and resolve complex se...