Customer Service Advocate II

As a Customer Service Advocate II at Centene, your main responsibilities include resolving routine inquiries and issues for members and providers, documenting communications for quality tracking, and ensuring high-quality customer service in a fast-paced contact center environment. You will also serve as the first point of contact, mitigating complaints effectively and collaborating with other departments as necessary.

To qualify for the Customer Service Advocate II position at Centene, candidates must possess a high school diploma or GED and have 1 to 2 years of relevant experience, preferably in a contact center. Additional vocational training or continuous education may enhance your candidacy and prepare you for the role.

The pay range for a Customer Service Advocate II at Centene is between $17.50 and $27.50 per hour. Actual pay will be adjusted based on individual skills, experience, and education, ensuring that we recognize the value you bring to our team.

The working hours for a Customer Service Advocate II position at Centene are from Monday to Friday, 8 am to 8 pm PST. Following your training, you'll be assigned a flexible shift within these hours that best fits your schedule.

Centene offers a comprehensive benefits package for its Customer Service Advocate II employees, including competitive pay, health insurance, a 401K plan, stock purchase options, tuition reimbursement, and generous paid time off, among others. We prioritize the well-being and growth of our team members.

To effectively answer this question, reflect on your previous roles in a contact center. Discuss specific tasks you undertook, such as resolving customer inquiries or managing escalations. Highlight excellent communication skills and your ability to thrive in a fast-paced setting.

When responding to this question, share a specific example of a challenging customer interaction. Focus on how you listened actively to their concerns, empathized, and provided a resolution, showcasing your problem-solving skills and commitment to customer satisfaction.

In your answer, mention techniques such as active listening, using positive language, and confirming understanding. Emphasize your ability to tailor your communication style to match the customer's needs, creating a more personalized experience.

To answer this question, explain your approach to time management. Talk about how you assess urgency, utilize tools to track tasks, and adapt to shifting priorities while maintaining high-quality service, ensuring that all customer needs are addressed.

For this, share your passion for helping others, particularly in the healthcare field. Highlight Centene's mission and values, and discuss how the role aligns with your career aspirations and desire to make a positive impact in people's lives.

Explain how you proactively seek out resources such as internal newsletters, training sessions, or collaboration with colleagues to ensure you remain informed about changes. This shows your commitment to compliance and quality service.

Discuss the importance of collaboration and teamwork in customer service roles. Give an example where you worked well with colleagues to resolve a customer issue or improve processes, highlighting how teamwork can enhance the overall customer experience.

Think of a specific instance in your previous roles where you identified a gap in service and took action to address it. Whether it was suggesting a new process or sharing feedback with management, be sure to emphasize the positive outcome.

In your response, detail how you regularly track your own performance and seek feedback. Mention specific metrics, such as customer satisfaction scores or call resolution rates, and discuss how you adjust your methods to meet and exceed these targets.

Research Centene's mission to enhance healthcare access to diverse populations. In your answer, demonstrate your understanding of their core values and commitment to diversity, ensuring you connect your values with those of the company.