Senior Client Advocate at Sun Life resolving client inquiries and managing special requests. Building relationships and driving service improvements in Benefits Administration.
About the role
- Customer Advocate assisting end users in troubleshooting and learning the software platform. Transforming healthcare by connecting patients, care providers, and organizations through technology.
Responsibilities
- Assist customer end users with troubleshooting and learning the software platform
- Become fluent in use and capabilities of Generations and Pavillio software platforms
- Clearly answer questions and provide feedback, instruction, and recommendations on best practices to customers.
- Troubleshoot issues with customers and escalate issues as needed when further attention required.
- Create and send tickets for unresolved issues to the tech team.
- Follow up with the escalation teams to ensure tickets for completion and follow up with customer users to confirm/relay status.
- Gather feedback from customers regarding services and work to eliminate those issues.
- Assist trainers and agencies where training obstacles are identified and work as a team to overcome those obstacles.
Requirements
- 2+ years of end-user software support and/or training experience
- Strong customer service and communication skills
- Self-starter able to thrive in an independent, fast-paced environment
- Strong organizational skills and attention to detail.
- Collaborative team player
- Able to explain processes to users clearly and concisely, with ability to stay calm and patient during difficult customer conversations.
Benefits
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with a Company elected match
- Other company sponsored programs.
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