Quanta Services

Employee Advocate

US-TX-Houston
Requisition ID
2017-1491
# of Openings
2
Category
Human Resources

Overview

As a team member of the Benefits Call Center, the Employee Advocate (EA) is responsible for the direct communications with our employee population. The EA works in partnership with other members of the Benefits Administration team to ensure that employee expectations are met in the area of verbal and written responses and customer support.  Specifically, the EA provides support to our employees through inbound and outbound calls, composing and responding to email, and returning voicemail.  In addition, the EA provides support through projects for the Benefits Administration teams.

Responsibilities

  • Responsible for answering inbound/outbound calls related to Health & Welfare approximately 85% of the work day.
  • Follow-up on calls that need additional assistance or have been escalated.
  • Researches and identifies information to resolve customer inquiries by using available resources such as, but not limited to, call center worker instructions.
  • Partners with internal team members to ensure that requests are handled appropriately and in a timely manner.
  • Routes calls to the appropriate carriers as required by specific process.
  • Uses sound judgment, escalates issues as needed.
  • Identifies, documents and communicates reoccurring problems and/or trends, as appropriate.
  • Participates in all client specific, Open Enrollment (OE) and on-going events and training sessions organized by the training department such as meetings, mentoring and peer feedback.
  • Participates in procedure reviews to create improved efficiencies and best practices.
  • Performs other duties or special projects as assigned.

Qualifications

Required Education and Experience:

  • High school diploma is required, college degree preferred.
  • Minimum 2 years of experience within a customer service or call center capacity.
  • Related exposure to employee benefit plans is preferred.
  • Bilingual in English and Spanish is highly preferred.

 

Knowledge / Skills / Abilities

  • Solid interpersonal, verbal and written communication skills; professional phone etiquette and pleasant phone manner.
  • Strong organizational, analytical skills and strong attention to detail.
  • Excellent troubleshooting, decision making and problem solving skills.
  • Solid interpersonal, verbal and written communication skills.
  • Ability to work well independently and as a team member.
  • Ability to multitask and successfully operate in a fast-paced work environment.
  • Ability to prioritize projects and meet deadlines.
  • Ability to follow through on and successfully execute tasks while adhering to specified quality standards.
  • Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts.
  • Proficiency in Microsoft Office Suite, including MS Word.
  • Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management.
  • Aptitude for learning internal systems, applications and internal work flow of the department.
  • Must be able to effectively interact with people at all levels inside and outside of the company.

 

Competencies

  • Problem Solving
  • Customer/Client Focus
  • Communication Proficiency
  • Time Management

 

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