Customer Advocate

• Assists transportation providers with questions and concerns related to transportation services.
• Schedules, modifies, and cancels reservations as needed.
• Documents and obtains details of complaints or incidents filed by providers.
• Receives and records provider concerns accurately and efficiently.
• Ensures complete and accurate trip data input.
• Refers unresolved transportation provider or member grievances to the appropriate department for resolution.
• Supports documentation of trip corrections, mileage or cost adjustments, cancellations, and retroactive trip entries in line with company policies.
• Answers incoming calls on the Transportation Provider call line.
• Participates in required meetings and contributes to other projects or duties as assigned.

Customer Advocate I

• Facilitate expedient and accurate resolution to client inquiries/issues/concerns
• Coordinate any special Benefit Administrator requests
• Manage, follow-through, and resolve all client inquiries, issues, and concerns
• Develop and maintain customized reporting requests from clients
• Submit and provide all necessary data for amendments/revisions
• Develop and maintain excellent working relationships with internal departments
• Maintain a comprehensive knowledge of the Absence Management product
• Act as back-up for the CRE/Sr. CRE on the assigned block of business
• Maintain complete documentation of all activities in Salesforce
• Identify and drive continuous improvements
• Analyze trends and perform root cause analysis
• Escalate issues with root cause analysis to inform overall strategy
• Recommend innovative ideas that can drive growth

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Customer Advocate I

Senior Client Advocate