Customer Advocate Representative

About the role

Possesses expert knowledge of multiple products and services to independently manage complex multi-channel and omni-channel customer communications, escalations, and claims while delivering timely resolutions that satisfy customer needs and retain business. Serves as a subject matter expert, researches and analyzes complex issues, provides recommendations, and adjudicates disability, supplemental medical, and other claim types as appropriate. Acts independently in a professional, customer-focused manner in a fast-paced environment. Proactively identifies and resolves issues, researches customer complaints, recommends solutions, and informs leadership of recurring concerns to ensure the best possible customer experience. Consistently meets department metrics, including call quality, schedule adherence, productivity, handle time, and after-call work requirements. Handles customer escalations, trains and develops team members, serves as a primary escalation resource, and identifies opportunities to improve team performance while fostering a positive, collaborative team culture.

Responsibilities

• Independently manages complex multi-channel and omni-channel customer communications, escalations, and claims
• Acts as a subject matter expert, researching and analyzing complex issues, providing recommendations, and adjudicating disability, supplemental medical, and other claim types
• Proactively identifies and resolves issues, researches customer complaints, recommends solutions, and informs leadership of recurring concerns
• Consistently meets department metrics, including call quality, schedule adherence, productivity, handle time, and after-call work requirements
• Handles customer escalations, trains and develops team members, serves as a primary escalation resource, and identifies opportunities to improve team performance
• Fosters a positive, collaborative team culture

Requirements

• Strong verbal and written communication skills with the ability to explain complex issues clearly
• Ability to provide constructive feedback and build effective relationships with peers and leaders
• Strong organizational, time management, decision-making, and problem-solving skills
• Proficient in Microsoft Office and Windows-based applications
• Self-motivated, detail-oriented, and results-driven with strong critical thinking and active listening skills
• Adaptable, resilient, and able to maintain composure in a fast-paced environment
• Customer-focused with empathy, compassion, and a commitment to delivering an exceptional customer experience
• Flexible with work schedules, including overtime as needed
• Spanish language skills would be a plus

Qualifications

• Bachelor’s degree from an accredited four-year college or university, or 5–7 years of customer service/customer-focused experience

Skills

• Medical terminology
• Medical insurance
• Escalated calls
• Training development
• Audit staff
• Customer support
• Call center
• Chat support
• Email

Top Skills

• Medical terminology
• Medical insurance
• Escalated calls
• Training development
• Audit staff

Additional Skills & Qualifications

Experience Level: Intermediate Level
Job Type & Location: Contract to Hire position based out of Oklahoma City, OK
Pay And Benefits: The pay range for this position is $30.70 - $34.30/hr.
Requirements: Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave), Workplace Type: Hybrid position in Oklahoma City, OK
Application Deadline: This position is anticipated to close on Jul 25, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.