Customer Care Center Representative |
| May 16, 2013 - July 16, 2013 |
| Location: | Longwood, Florida , FL |
| Salary Range: | 13.00 - 15.00 |
| Exempt/Non-Exempt: | Non-Exempt |
| Employment Type: | Full Time |
| Department: | Case |
| Description: | Headquartered in Wakefield, Massachusetts, while located also in Longwood, Florida, The Advocator Group is a nationwide advocacy organization dedicated to helping individuals apply for and obtain Social Security Disability Insurance. Our mission is to expedite benefit claim processing for our clients and help to preserve or improve their financial well-being.
ESSENTIAL DUTIES:
� Responds to incoming inquiries related to Social Security Disability Insurance (SSDI) claims.
� Provide Tier 1 support for clients and government agencies, redirecting calls appropriately.
� Provide First Call Resolution, identifying and escalating priority issues as required.
� Educate clients about the SSDI process; including timeframes, SSA forms, SSA questionnaires, etc.
� Demonstrate superb customer service skills.
� Gather client information and appropriately update internal systems to document changes in client contact information, status, and medical conditions.
� Confirm scheduled interviews, reiterating information required to complete application/appeal.
� Performance will be measured through the following KPIs:
o Service Level
o First Call Resolution
o Total Calls
o Average Speed of Answer
o Abandoned Calls
o Average Talk Time
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| Duties: | GENERAL SKILLS:
� Exceptional phone etiquette with excellent verbal and written skills.
� Ability to build a rapport with a diverse population of clients.
� Excellent organizational skills; ability to manage multiple priorities and tasks and prioritize tasks and assignments appropriately; results oriented.
� Ability to analyze issues and extrapolate appropriate solutions.
� Models a high level of accountability, dependability, punctuality, and personal integrity; able to communicate across the organization openly and with respect.
� Ability to work effectively within a team-focused environment.
� Meets and/or exceeds expected quality levels
� Meets and/or exceeds performance metrics.
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| Qualifications: | QUALIFICATIONS:
� BS or equivalent with a minimum of 2 years work experience in related field.
� Experience working in a call center environment or insurance organization preferred.
� Extensive experience and be skilled in the use of programs such as MS Word, Excel and Outlook.
� Ability to multi task; use headset, toggle between multiple screens and ability to type 65 wpm.
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