SENIOR EMPLOYEE ADVOCATE (MMA East)
MMC

Job Info

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The Senior Employee Advocate works in partnership with the Employee Advocate to ensure that client expectations are met in the area of verbal and written responses and customer support. Responsibilities include providing support though inbound and outbound calls, supporting projects to the client teams, providing guidance, mentoring, and training to the Employee Advocates, and serve as a leader within the Call Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

• Provide day to day support to the Employee Advocate with questions specific to client knowledge system, ServiceNow, etc;
• Handle inbound calls, and outbound calls;
• Provide professional communication and personalized service;
• Research, identify and resolve issues;
• Provide information, clarification, education, and a delightful experience to each contact;
• Partner with internal and external team/business members to ensure that requests are handled appropriately within a timely manner;
• Use sound judgment, escalating issues as needed;
• Recognize, document and communicate reoccurring problems and/or trends;
• Remain up to date with continuous education through meetings, mentoring, peer feedback and Trion University;
• Mentor, guide, coach, and train Employee Advocates;
• Conduct monthly reviews of process and procedures creating efficiencies and best practices;
• Support daily, weekly, and monthly quality reviews of calls thru call monitoring to ensure compliance and meeting of standards;
• Perform supervisor duties in the absence of the supervisor;
• Perform other duties or special projects as assigned.

This job has expired.