Contact Center Advocate I

Company Description
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.
Job Description
We're looking for a compassionate and dedicated Contact Center Advocate I to join our team in Detroit, United States. In this entry-level role, you will be the voice of our organization, providing exceptional support to customers while advocating for their needs. As a Contact Center Advocate I, you will handle inbound and outbound communications, resolve customer inquiries, and ensure every interaction reflects our commitment to outstanding service. This position offers an excellent opportunity to develop your customer service career while making a meaningful impact on customer satisfaction.
Answer incoming customer calls, emails, and chat inquiries in a professional and empathetic manner
Listen actively to customer concerns and identify their needs to provide appropriate solutions
Document customer interactions accurately in the CRM system and maintain detailed records
Resolve customer issues promptly while adhering to company policies and procedures
Escalate complex issues to supervisors or specialized teams when necessary
Provide product and service information to customers in a clear and helpful way
Follow up with customers to ensure their concerns have been fully addressed
Meet or exceed performance metrics including call handling time, customer satisfaction scores, and quality standards
Maintain a professional demeanor while managing multiple customer interactions throughout the day
Contribute to a positive team environment by supporting colleagues and sharing best practices
Participate in training sessions and continuous learning opportunities to enhance skills and product knowledge
Qualifications
Proven customer service experience in a contact center, retail, or similar customer-facing environment
Excellent verbal and written communication skills with the ability to articulate clearly and professionally
Strong active listening skills and genuine empathy for customer concerns
Demonstrated ability to remain calm and patient when handling difficult or frustrated customers
Proficiency with computer systems, including typing and data entry capabilities
Experience with CRM software or similar customer management systems (preferred)
Strong time management and organizational skills with the ability to prioritize multiple tasks
Ability to multitask effectively while maintaining accuracy and attention to detail
Problem-solving mindset with the ability to think critically and find practical solutions
Conflict resolution skills and the ability to de-escalate tense situations
Reliable attendance and punctuality with flexibility to work scheduled shifts
Willingness to learn and adapt to new processes, systems, and product information

Work arrangement
Yes