Customer Experience Advocate (Remote) at Kelly

Customer Experience Advocate (Remote)

Orlando, FL, US

Contact Center

High School or equivalent

Full Time, Temporary

23.50

Experienced (Non-Manager)

Remote

Biotechnology/Pharmaceuticals

First Shift (Day)

Job Title: Customer Experience Advocate Locations: Pittsburgh, PA | Raleigh, NC | Phoenix, AZ | Orlando, FL

Overview: We are seeking a dedicated Customer Experience Advocate to join our inbound call team. This role is ideal for someone who is passionate about supporting patients and healthcare providers, excels in communication, and thrives in a fast-paced, service-oriented environment. You'll play a key role in ensuring customer satisfaction through thoughtful problem-solving and efficient service delivery.

Key Responsibilities:

• Answer inbound calls promptly and professionally, aiming for one-call resolution.
• Serve as the primary point of contact for inquiries and escalations.
• Support patients, healthcare provider offices, and field teams with benefit verification, savings program access, specialty pharmacy triage, and shipment setup.
• Assist customers with product and service inquiries.
• Resolve complaints and provide appropriate solutions.
• Accurately document customer interactions in the system.
• Maintain a thorough understanding of product offerings.
• Adhere to company policies while delivering high-quality service.
• Collaborate with team members to enhance the customer experience.
• Meet or exceed performance metrics such as response time and satisfaction scores.
• Provide feedback and suggest improvements to service delivery.
• Escalate complex issues to management when necessary.

Required Qualifications:

• High school diploma or equivalent.
• Minimum of 2 years' experience in a healthcare setting with a focus on customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and adaptability.
• Ability to work across multiple systems simultaneously.
• Proficiency in customer service software and databases.
• Comfortable working in a fast-paced environment.
• Availability to work shifts between 8am 8pm EST.

Preferred Qualifications:

• Experience reading from a phone script.
• Familiarity with HIPAA and healthcare compliance standards.