[Hiring] Bilingual Advocacy (Escalations) Specialist @Mindr

Role Description

The Advocacy Specialist plays a crucial role in ensuring customer satisfaction by effectively handling escalated inquiries and resolving complex issues. Advocacy Specialists should have exceptional communication, de-escalation, and problem-solving skills as they will be essential in delivering amazing service to our valued customers.

• Handle and resolve real-time escalation calls while maintaining excellent professionalism standards according to company policies and procedures.
• Contact customers as needed to resolve outstanding issues escalated through phone and email queues.
• Serve as Supervisor-on-duty every Saturday; responsible for managing all shift needs, including agent support, customer escalations, logging any VTO, following chain of command in regard to system outages.
• Manage the Customer Experience inboxes and respond/act accordingly to what is requested.
• Contact customers regarding their social media reviews and resolve their issues while handling customer escalation follow-ups as requested.
• All other duties as assigned.

Qualifications

• High School diploma or GED.
• 6+ months employment as customer experience specialist.
• Successfully pass all assessments throughout the training period as well as any ongoing training.
• Maintain quality, expediency, performance targets and good attendance.
• A strong sense of accountability and work ethic with the ability to manage work independently.
• Superior judgement and critical thinking skills to make a well-evaluated decision regarding state regulations and company operating procedures.
• Excellent oral and written communication skills.
• Positive, resilient, consistent, customer-centric attitude.
• Patient, team-oriented demeanor.
• 2+ years of call center or help desk environment preferred.
• Bilingual Spanish/English.

Requirements

• Work Schedule: M-F 11:30-8:00 CST (choice of day off Tuesday-Friday) Saturday 10:30-7:00 CST.

Benefits

• Hourly rate range is $18.63 - $24.00.
• Plus metric-based performance incentive + 401(k) + benefits.
• We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2023 Top Workplace Award locally and nationally – and 2024 Best Place for Working Parents Award.
• Growth Oriented - 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:
• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Cornerstone
• And more