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Company Name : FormFire
Location : Cleveland, OH 44114
Position : Customer Advocacy Associate
Job Description : About Us: FormFire’s market-leading software is used by health insurance carriers, brokers, and employers for benefits quoting, enrollment and compliance tracking.We are looking for a Customer Advocacy Associate to join our growing team of friendly, helpful individuals who provide excellent customer service to the company’s users of the FormFire platform on a daily basis. FormFire is an employee-centric organization and our culture is designed to provide a meaningful and rewarding employment experience for all with opportunity for growth and development. We are a Remote First organization and proudly offer our employees a great work life balance and generous total compensation package.Summary: The Customer Advocacy team works directly with our end users, providing in-the-moment solutions to ensure our Clients’ ability to successfully maximize use of our products. As our Customer Advocacy Associate, you will be on the frontline to help and provide best-in-class customer service to our clients (and their clients) by answering and assisting all inbound calls, emails and chats.Responsibilities*: Master the use and application of our software platform and product offerings.Ensure the integrity of our data and compliance with HIPAA regulations.Provide online guidance to end users (employees, HR Managers and Brokers under access subscription) via inbound phone, chat and email. (additional broker subscriptions TBD)Proactively identify Broker calls and support their needs.Be able to reference and employ common troubleshooting strategies.Think critically and logically to resolve escalated support issues.Participate in assigned project work based on the trends identified from chats and emails.Drive toward successfully hitting individual and department metrics such as turnaround time, quality of response and customer satisfaction.Identify opportunities to expand customer use of the product and offer ways to help Brokers connect to Enrichment Areas/Education.Advise clients on best utilization of purchased services.Support “onboarding” training and demonstrations for Brokers.Invites any broker callers to participate in our learning programs covering tools and use – feeding fixed point webinars.Provide input to other internal teams on opportunities for product and training improvements.Actively participate in bi-weekly 1-on-1’s, highlighting ideas, concerns, problems, resolutions and ways to improve.Additional tasks assigned to you by your manager.Skills/Education/Experience: Associates degree in Business, Human Resources or Communications from a two-year college or technical school and one to three years related experience, or the equivalent combination of education and experience.Everyone here works directly with customers. Candidates must be career-minded as well as eager to learn and improve.Experience with Zendesk is a plus.Excellent communication skills. You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language.A genuine enjoyment of using technology and high level of proficiency with business software.The ability to rapidly switch gears while retaining focus on the bigger picture.Your personality reflects that you’re resilient, adaptable, and can deal with ambiguity.Ability to work in our downtown Cleveland office on occasion.BenefitsHealth, dental, LTD, STD, group life insurance, 401k, generous time off, company paid professional development, and a zombie-free work environment.Our customers entrust us with sensitive data, so you will need to successfully pass a* background check and drug test prior to employment.*FormFire is an equal opportunity employer.Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Visit us at www.formfire.com to learn more about our company and products.This is a remote position.Job Type: Full-time
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