Customer Experience Advocate

General Information

Name

Customer Experience Advocate

Employment Type

Direct Hire

Position level

Full-time

Virtual/Remote?

No

Labor Category

Contact Center

Date

05-May-2026

City

Horsham

State

Pennsylvania

Country

United States

Ref #

9247857010

Description & Requirements

Description

Job Summary:
We are seeking a dedicated Customer Experience Advocate
for our inbound call team. The ideal candidate should possess a genuine
passion for assisting patients and healthcare providers, outstanding
communication abilities and a commitment to delivering exceptional
customer service. This role requires a solution-oriented approach to
managing incoming calls, addressing customer inquiries, resolving issues,
and ensuring overall customer satisfaction.

Pay: $23.50/hr

* This position is remote

Key Responsibilities:
• Answer inbound calls promptly and professionally while striving for
one-call resolution
• Serve as the primary point of contact for inquiries and escalations
from in-bound calls
• Support patients, healthcare provider offices and field teams with
information collection, benefit verification savings program access,
specialty pharmacy triage, and shipment set up.
• Assist customers with inquiries regarding products and services.
• Resolve customer complaints and provide appropriate solutions.
• Accurately document customer interactions in the database.
• Maintain a thorough understanding of product offerings to effectively
assist customers.
• Adhere to company policies and procedures while providing highquality service.
• Collaborate with team members to enhance customer experience.
• Meet or exceed performance metrics, including call response time
and customer satisfaction scores.
• Provide process feedback and suggest service delivery
improvements.
• Ensure customers receive accurate product and service information
to make informed decisions.
• Promptly resolve customer complaints and issues, escalating
complex problems to management when necessary.

Required Qualifications:
• High school diploma or equivalent
• Minimum of 2 years' experience in healthcare setting with a focus on
a customer service role
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to think on your feet.
• Ability to work in multiple systems at one time
• Proficient in using customer service software, databases, and tools.
• Ability to work in a fast-paced environment and handle stress
effectively.
• Ability to work shift between 8am - 8pm EST.
Preferred Qualifications:
• Experience reading a phone script

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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