Customer Engagement Advocate

About the role

Concentra is recognized as the nation’s leading occupational health care company with more than 40 years of experience dedicated to improving the health of America’s workforce. The Customer Engagement Advocate partners with Strategic and Key account managers to onboard customers, expand service utilization, and identify sales opportunities through proactive outreach and customer education.

Responsibilities

• Partner with Strategic and Key account managers to onboard customers and expand their use of Concentra services.
• Conduct telephonic and/or digital outreach to existing customer leads generated through analysis of account utilization.
• Maintain strong knowledge of Concentra’s products and services and leverage this knowledge through selling and implementation processes.
• Identify opportunities to maximize customer use of Concentra’s products and services using industry knowledge.
• Educate customers on Concentra processes, products, and outcomes.
• Follow up with previously sold customers to ensure continued satisfaction and utilization of Concentra services.
• Engage with customers to assess satisfaction, understand complaints and concerns, and initiate updates to correct errors in Concentra’s Centralized Customer Management (CCM) and HUB applications.
• Ensure proper service delivery, reporting, and billing through correct account setup.
• Collaborate with internal disciplines to identify and resolve the root cause of customer issues.
• Create, close, and implementation plans that shorten the sales cycle and increase market share by customer.
• Document and maintain accurate records of all sales and account maintenance activities in Microsoft Dynamics 365 CRM.

Qualifications

• Education Level: High School Diploma or GED
• Minimum of one or more years of experience in customer service, call center management, or account management
• Healthcare industry experience preferred
• Experience in occupational health care or workers’ compensation preferred
• Proficiency in using computers and familiarity with chat and messaging platforms
• At least one or more years of experience using customer data applications, CRM, ticketing systems, and/or phone queues

Skills

• Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative, and Flexibility
• Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills with tact and professionalism
• Ability to properly handle sensitive and confidential information in accordance with federal and state laws and company policies
• Exceptional interpersonal and customer service skills including professionalism, impartiality, and flexibility
• Solid work ethic and integrity with a high level of energy and ability to encourage others
• Excellent organization and time management skills with the ability to manage diverse tasks
• Customer-focused approach including courteous and respectful interactions, especially when handling complaints or objections
• Ability to work in a fast-paced environment with aggressive performance expectations
• Strong systems skills and comfortability with technology, customer data applications, and Microsoft Office Suite

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts