Customer Care Advocate

Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Care Advocate for a CONTRACT assignment with one of our premier Insurance Services clients in Warwick, RI.

Responsibilities :

• Communicate with customers via telephone using strong communication skills. Active listening, and empathy.
• Drive solutions that best meet the customer's needs.
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed, or as requested by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Required
Skills :

• Live within a commutable distance to a Met Life Office for business reasons (monthly events, training, meetings).
• Training will be in-office for a designated duration. No time off can be taken during training and nesting period. Must adhere to strict start/end times.
• After training, the job is performed primarily virtually with required monthly in office days based on business needs.
• Required to work an assigned shift during hours of operation between 8:00am 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.
• Able to work in a stationary position 75% of time.
• Strong computer/keyboard skills as well as analytical and problem-solving skills
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Professionally demonstrate empathy to others.
• High School diploma, GED, some college experience, trade, or professional certification.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Strong computer/keyboard skills as well as analytical and trouble shooting skills.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of Met Life.

Preferred
Skills :

• Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it.

You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion ase find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.

Please visit our company to request an accommodation or assistance regarding our policy.