Customer Experience Advocate

TL;DR

Customer Experience Advocate: Handling customer inquiries via phone, email, and chat with an accent on in-depth product knowledge, accurate resolutions, and managing sensitive information. Focus on meeting call center performance goals while identifying trends to improve the customer experience across interactions.

Location: Nebraska - Virtual

Salary: $41,600–$45,000 per year

Company

hirify.global provides life insurance protection and customer support services.

What you will do

• Communicate with customers via phone, email, and chat, using multiple tools to research policy details and deliver solutions.
• Document and resolve account information requests and updates while educating customers on digital self-service tools.
• Meet or exceed established call center, team, and individual performance goals.
• Identify and escalate trends or opportunities to improve customer experience across multiple interactions.
• Perform other assigned duties.

Requirements

• Location: Must be based in Nebraska
• 2+ years of customer service experience in a fast-paced environment, with a proven ability to resolve issues and maintain customer satisfaction.
• High school diploma required.
• Excellent written and verbal communication, active listening, and adaptability to customer needs.
• Strong decision-making, time management, and attention to detail.
• Ability to work flexible shifts and maintain focus under pressure.

Culture & Benefits

• Comprehensive health, dental, and vision insurance, plus mental health benefits and an employee assistance program.
• Paid time away benefits including paid time off, paid parental leave, short-term disability, and a cultural observance day.
• Financial wellbeing benefits including healthcare account contributions, a pension plan, and a 401(k) with company matching.
• ProHealth Rewards platform to support wellbeing while earning cash rewards.

Hiring process

• Application review and assessment using AI tools to support parts of the hiring process.
• Final hiring decisions are made by humans.