Customer Experience Advocate

Customer Experience Advocate

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 :

Preferred Qualifications :

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources.

Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce.