Customer Service Advocate

Job description

Overview

Do you enjoy helping customers, problem-solving, and ensuring delivery of outstanding support within a fast-paced environment?  If so, then you might be the perfect match for our Seasonal Remote Customer Service Advocate role.

We are looking for enthusiastic and customer-focused individuals to join our Member Loyalty Team as seasonal, unlicensed Customer Service Advocates. In this role, you will be responsible for taking customers through the post-enrollment journey, answering both inbound and outbound customer service calls fluidly, handling a high volume of calls, and providing exceptional support to enhance member satisfaction and retention.

Day in the Life

• Handle inbound customer service calls from existing members, addressing questions about their plans, resolving issues between the carrier and member, and providing information about our complimentary services.
• Identify and resolve member issues efficiently and effectively, ensuring a positive experience.
• Assist members with questions related to their current plan, explain benefits included in their plan, and how to use them.
• Answer outbound calls from a dialer and complete post-enrollment activities, along with helping members utilize their plan benefits included in their plans.
• Accurately use the script on screen and tools provided to help find client information, answer questions about our member’s plan, and efficiently document notes and the outcome of the interaction.

Must-Haves

• High School diploma or GED certificate
• Strong organizational, interpersonal, and communication skills
• 6 months of customer service experience, preferably in a call center or similar environment.
• Ability to handle high call volumes and manage multiple tasks simultaneously.
• Proficiency in using a dialer and other computer applications is a huge plus
• Prior experience with health insurance/Medicare plans is a plus.
• Comfortable with desktop computers, including knowledge of MS Office applications and web browsing.
• Ability to work any shift between the hours of 5:00AM PST and 11:00PM PST.
• Must be able to work Saturdays and Sundays

Equipment Must-Haves

• 2 monitors (laptop or desktop counts as one), headset, webcam.
  • Must be employed to receive a reimbursement for these items
• High-speed hardwired home internet connection with 50 Mbps download and 10 Mbps upload.
• Requirements for Connectivity to Island:
  • Windows
    • Windows 10 22H2 or Windows 11 22H2 (10.0.22621) or later
    • An Intel Pentium 4 processor or later that’s SSE3 capable
    • 8GB RAM (minimum), and 16GB (optimal)
    • 20GB of hard disk storage available
    • ScreenSaver and Screenlock are enabled with 15-minute or less timeouts
    • Windows Defender Antivirus or equivalent antivirus software
    • Secure Boot is enabled
  • macOS
    • MacOS Sonoma 14.7.2, or later
    • x86-64 or Apple silicon CPU supported
    • 8GB RAM (minimum), and 16GB (optimal)
    • 20GB of hard disk storage available
    • Screensaver and Screenlock are enabled with 15-minute or less timeouts
    • Firewall is enabled

***To perform this job successfully, a dedicated quiet home office/workspace is needed with a stable internet connection. A home-based system test will be required to ensure speed and quality match company requirements. Cost for internet and/or phone service will not be reimbursable.

Pay Rate: $18/hour

Start Date: August 25th, 2025 (Orientations will be held August 18th - 20th)

• This is a seasonal position set to end in early December 2025.
• You will be off the following holidays: Thanksgiving Day (¹¹⁄₂₇), Christmas (¹²⁄₂₄-¹²⁄₂₅), and New Year’s Eve (¹²⁄₃₁)

Training Schedule: 7am - 3:30pm PST | Monday - Friday

• August 25th - September 12th (Closed Labor Day - September 1st)

Post-Training Schedule:

• TBD - between the hours of 5am - 11pm PST
• Monday - Friday with the ability to work Saturday and Sunday if needed

This position is remote, however, due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, California, District of Columbia, Illinois, Iowa, Maryland, Massachusetts, Michigan, Montana, Minnesota, Missouri, Nebraska, New Hampshire, Vermont, Washington, and Rhode Island.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation’s top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.