Bilingual Customer Advocate

Job Description

Job Description

Description :

Position title : Bilingual Customer Advocate Reports to : Customer Advocate Supervisor FLSA status : Non-Exempt

Position Summary The Bilingual Customer Advocate is responsible for providing a wide range of customer support services to include responsibility for customer support, case managem ent, and related functions in English and Spanish. Company Overview The Idaho Health Insurance Exchange, dba Your Health Idaho, was established in 2013 by Idaho House Bill 248. We are an independent entity overseen by a 19-member Board of Directors. Your Health Idaho is Idaho’s online marketplace where Idaho individuals, families, and small businesses can shop, compare, and choose the health insurance that’s right for them. We are also the only place where Idahoans can apply for and receive a tax credit that can pay for some or all of their monthly premiums. We serve over 120,000 Idahoans and support ~$500m in annual premiums. Your Health Idaho has received multiple awards for our culture and is recognized as a premier employer in the Treasure Valley.

Responsibilities (Position may include additional functions not listed)

• Provide outstanding customer service in both English and Spanish to address customer inquiries, concerns, and requests via phone, email, or chat and other designated methods.
• Effectively communicate product knowledge, features, and benefits to customers, ensuring accurate and helpful information is provided.
• Assist customers with troubleshooting, resolving issues, and providing technical support when necessary.
• Document and maintain detailed and accurate customer records in the CRM system.
• Collaborate with team members and other departments to resolve complex customer issues and ensure customer satisfaction.
• Meet or exceed individual and team performance goals, including call quality, response time, and customer satisfaction ratings.
• Stay up to date with product knowledge, company policies, and industry trends to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to the overall success of the call center operations.
• Perform other duties as assigned.

Qualifications (Required knowledge, skills, abilities, education, experience, etc.)

Physical & Other Requirements

Requirements :