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Social Worker (Care Manager) (MSSP)
CalOptima
CalOptima Health is seeking a highly motivated an experienced Social Worker (Care Manager) (MSSP) to join our team. This Social Worker (Care Manager) will assess prospective members for the various programs available. The incumbent will be responsible for developing, implementing, monitoring, modifying and documenting care plans. The incumbent will accept referrals for case management and will make recommendations for the appropriate level of care and measures needed to successfully manage care. 
Position Information:
<ul>
<li>Department: MSSP </li>
<li>Salary Grade: J - $65,000 - $106,106 </li>
<li>Work Arrangement: Community Worker
**This position is eligible for telework in California.** </li>
</ul>
Duties &amp; Responsibilities:
<ul>
<li>70% - Care Management
<ul>
<li>Collaborates with an interdisciplinary team to identify and work toward timely resolution of issues related to psychosocial needs, including assistance with financial issues, transportation and community support services.</li>
<li>Assists in the coordination of the member's identified psychosocial needs, utilizing community resources and support when appropriate.</li>
<li>Works with external utilization management personnel and the community in identifying members who could benefit from case management services and to actualize service plans.</li>
<li>Provides social work consultation and education to members and their families and acts as an advocate as needed.</li>
<li>Analyzes assessments to identify individual needs and resources that are most appropriate to meet the member's needs.</li>
<li>Monitors all services provided to members and ensures necessary and available resources are being utilized.</li>
<li>Evaluates and anticipates members' needs, provides support, and maintains a role as the members' liaison while forecasting independence and decision-making on their part.</li>
<li>Provides referrals based on the members' assessed needs.</li>
<li>Partners and communicates with the members, family members, significant other(s), physicians and other health care providers to accomplish goals identified on the care plan.</li>
<li>Participates in proactive identification of members appropriate care management.</li>
<li>Initiates appropriate follow-up care and develops individual care management service/care plans incorporating assessment, education, resource planning and coordination of services of those patients accepted for case management.</li>
<li>Accepts referrals for case management and serves as CalOptima Health's liaison to community agencies, organizations and State of California personnel.</li>
<li>Maintains documentation of case management plans/interventions and statistics required to demonstrate the impact of case management or quality, cost effective care.</li>
<li>Initiates case conferences as needed.
</li>
</ul>
</li>
<li>25% - Support Services
<ul>
<li>Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.</li>
<li>Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.</li>
<li>Develops and maintains a network of current community resources and services where members can be referred for assistance.
</li>
</ul>
</li>
<li>5% - Completes other projects and duties as assigned. </li>
</ul>
Minimum Qualifications:
<ul>
<li>Master's degree in social work required.</li>
<li>2 years of experience working with the gerontology population required. </li>
<li>Experience with behavioral health, health facility, health plans, counseling, case management, home health or hospice required. </li>
<li>An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.</li>
<li>Valid driver's license and vehicle or other approved means of transportation, an acceptable driving record and current auto insurance will be required for work away from the primary office 50% of the time or more.</li>
</ul>
Preferred Qualifications:
<ul>
<li>Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese).</li>
</ul>
Required Licensure / Certifications:
<ul>
<li>N/A</li>
</ul>
Knowledge &amp; Abilities: 
<ul>
<li>Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds. </li>
<li>Work independently and exercise sound judgment.</li>
<li>Communicate clearly and concisely, both orally and in writing.</li>
<li>Work a flexible schedule; available to participate in evening and weekend events.</li>
<li>Organize, be analytical, problem-solve and possess project management skills.</li>
<li>Work in a fast-paced environment and in an efficient manner.</li>
<li>Manage multiple projects and identify opportunities for internal and external collaboration.</li>
<li>Motivate and lead multi-program teams and external committees/coalitions.</li>
<li>Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.</li>
</ul>
Physical Requirements (With or Without Accommodations):
<ul>
<li>Ability to visually read information from computer screens, forms and other printed materials and information.</li>
<li>Ability to speak (enunciate) clearly in conversation and general communication.</li>
<li>Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.</li>
<li>Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.</li>
<li>Lifting and moving objects, patients and/or equipment 10 to 25 pounds</li>
</ul>
Work Environment:
If located at the 500, 505 Building or a remote work location:
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.</li>
<li>There are no harmful environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate.</li>
</ul>
If located at PACE:
<ul>
<li>Work is typically indoors in a clinical setting serving the frail and elderly.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
If located in the Community:
<ul>
<li>Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. </li>
<li>Employee will occasionally work outdoors in varied temperatures.</li>
<li>There may be harmful or hazardous environmental conditions present for this job.</li>
<li>The noise level in this work environment is usually moderate to loud.</li>
</ul>
About CalOptima Health: CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto — "Better. Together.” — is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay! 
About our Benefits &amp; Wellness options: At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the <a href="https://apptrkr.com/get_redirect.php?id=5169621&amp;targetURL=https://alliantbenefits.cld.bz/24caloptimacabenguide" target="_blank">2024 CalOptima Health Benefits Guide</a> regarding our comprehensive benefits and wellness package.
IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS
Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is April 16, 2024 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date. 
The selection process may include, but is not limited to, a skills assessment, phone screen and interview.
The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet.
Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application.
CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together.
CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.
To apply, please visit: <a href="https://apptrkr.com/5169621" target="_blank">https://jobs.caloptima.org/jobs/social-worker-care-manager-mssp-505-city-parkway-california-united-states</a>
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Social Worker (Care Manager) (MSSP)

<h3>Job Description</h3>
Customer Advocate
Location: Queen Creek, AZ
This position has fast career growth working in a company that impacts people’s lives. Serenity aims to be an industry disruptor in Healthcare; come join our team and make a difference! In this role, you will be responsible for educating patients on new-to-market healing technologies. You will primarily be helping patients understand the studies on the risks of medication versus the benefits of TMS and Ketamine.
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Responsibilities
<ul>
<li>Be the expert on TMS and Ketamine. Training and studies will be provided.</li>
<li>Ownership for all patients on your provider’s schedule</li>
<li>One on one meetings with patients to connect treatment solutions to their individual needs.</li>
<li>Support healing through education, connection, and focus on TMS and Ketamine</li>
</ul>
Benefits
<ul>
<li>Pay ($20/hr)</li>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Paid Holidays</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Closed on Sundays</li>
<li>Employee Referral Program</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or GED. </li>
<li>2-3+ year of experience in a full-time customer service role.</li>
<li>Drug Testing within company policy</li>
<li>Previous experience working with computer-based information systems.</li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
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Customer Advocate

<h3>Job Description</h3>
Customer Advocate
Location: Lehi, UT
This position has fast career growth working in a company that impacts people’s lives. Serenity aims to be an industry disruptor in Healthcare; come join our team and make a difference! In this role, you will be responsible for educating patients on new-to-market healing technologies. You will primarily be helping patients understand the studies on the risks of medication versus the benefits of TMS and Ketamine.
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Responsibilities
<ul>
<li>Be the expert on TMS and Ketamine. Training and studies will be provided.</li>
<li>Ownership for all patients on your provider’s schedule</li>
<li>One on one meetings with patients to connect treatment solutions to their individual needs.</li>
<li>Support healing through education, connection, and focus on TMS and Ketamine</li>
</ul>
Benefits
<ul>
<li>Competitive Pay</li>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Paid Holidays</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Closed on Sundays</li>
<li>Employee Referral Program</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or GED. </li>
<li>2-3+ year of experience in a full-time customer service role.</li>
<li>Drug Testing within company policy</li>
<li>Previous experience working with computer-based information systems.</li>
</ul>
Schedule
<ul>
<li>3 - 13 hour shifts </li>
<li>Thursday - Saturday </li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
Powered by JazzHR
CwSNMumOUQ

<h3>Job Description</h3>
Customer Advocate
This position has fast career growth working in a company that impacts people’s lives. Serenity aims to be an industry disruptor in Healthcare; come join our team and make a difference! In this role, you will be responsible for educating patients on new-to-market healing technologies. You will primarily be helping patients understand the studies on the risks of medication versus the benefits of TMS and Ketamine.
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Responsibilities
<ul>
<li>Be the expert on TMS and Ketamine. Training and studies will be provided.</li>
<li>Ownership for all patients on your provider’s schedule</li>
<li>One on one meetings with patients to connect treatment solutions to their individual needs.</li>
<li>Support healing through education, connection, and focus on TMS and Ketamine</li>
</ul>
Benefits
<ul>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Paid Holidays</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Closed on Sundays</li>
<li>Employee Referral Program</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or GED. </li>
<li>2-3+ year of experience in a full-time customer service role.</li>
<li>Drug Testing within company policy</li>
<li>Previous experience working with computer-based information systems.</li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
Powered by JazzHR
aWtKwpwgCa

<h3>Job Description</h3>
Customer Advocate
Location: Lakewood, CO 
Start your career at Serenity Healthcare! Are you passionate about helping customers achieve an exceptional experience? Serenity is seeking an individual that has previous entry-level sales experience and customer service. In this role, you will advocate for our clients and help take back their lives by providing support and compassion. With your sales expertise, you will be educating our clients on the treatments that we offer. 
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Other Responsibilities 
<ul>
<li>Provide the highest level of customer care through compassion and understanding.</li>
<li>Gather, review, and verify all pertinent information in relation to the customer and their visit. </li>
<li>Communicate directly with participating healthcare providers regarding patient’s care.</li>
<li>Educate our customers on the treatment options Serenity provides.</li>
</ul>
Benefits
<ul>
<li>Pay ($22/hr) </li>
<li>Shortened Work Week </li>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Major Holidays Off</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Never work a Sunday</li>
<li>Employee Referral Program </li>
</ul>
Qualifications 
<ul>
<li>High School Diploma or GED.  </li>
<li>Excellent verbal and written communication.</li>
<li>Previous experience working with computer-based information systems. </li>
<li>1+ year of experience in a full-time customer service role.</li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
In accordance with Colorado's Equal Pay for Equal Work Act this position pays $22/hour.
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eMVt9rgniA

<h3>Job Description</h3>
Role Description:
We are looking for an experienced Customer Experience Advocate with a proven track record of driving results! The ideal candidate will engage with the current customer base to maximize the adoption of our solution suite, drive sales by influencing product upgrades, build lasting partnerships, network community connections effectively, and identify growth opportunities within their assigned territories.
Successful candidates must be confident, personable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. If this sounds like you or someone you know let's talk!
Responsibilities:
<ul>
<li>Serves as a primary point of contact for customers in their assigned geographic territory and manages the relationship.</li>
<li>Building and maintaining ongoing customer relationships and networking.</li>
<li>Quickly and effectively determines customer needs and coordinates effectively with different departments. </li>
</ul>
<ul>
<li>Makes proactive contact with customers via phone on a regular basis.</li>
</ul>
<ul>
<ul>
<li>Responsible for meeting outcome-based engagement metrics within a given timeframe. </li>
</ul>
</ul>
<ul>
<li>Engages with current customer base to identify potential Sales/Franchise opportunities.</li>
</ul>
<ul>
<li>Supports assigned Territory Manager with achieving sales metrics for both monthly, quarterly, and annual goals. </li>
<li>Collaborates effectively with all team members. </li>
<li>Acts as a brand ambassador for the solutions suite and franchise model. </li>
<li>Continually focuses on creating an environment that promotes the overall growth of Status Solutions and Status Solutions Network.</li>
<ul>
<li>Funnels any potential leads to Sales &amp; SSN team. </li>
</ul>
</ul>
<ul>
<li>Documents all customer interactions accurately and in a timely manner in Salesforce. </li>
<ul>
<li>Communicates next steps/action items to any necessary team members.</li>
</ul>
</ul>
Requirements
<ul>
<li>3-5 years of experience in Customer Engagement/Retention.</li>
<ul>
<li>Experience with a specialization in SaaS preferred.</li>
</ul>
<li>Ability to build relationship quickly and effectively with a diverse customer base.</li>
<li>Strong foundation and understanding of basic customer retention strategies and practices.</li>
<li>Experience working with multiple departments and coordinating effectively achieve appropriate customer outcomes.</li>
<li>Ability to assess any situation independently and act accordingly.</li>
<li>Proven ability to achieve and exceed key performance metrics and quotas within a team environment.</li>
<li>Experience with the following software applications is preferred:</li>
<ul>
<li>Salesforce</li>
</ul>
<ul>
<li>Ingage</li>
<li>GURU</li>
<li>Asana</li>
<li>Microsoft Suite</li>
</ul>
<li>Excellent attention to detail with strong analytical skills for a fast-paced environment.</li>
<li>Effective communication and interpersonal skills.</li>
<li>Demonstrated history of collaboration and teamwork.</li>
</ul>
Benefits
<ul>
<li>Starting Annual Salary: $45,000 - $55,000 based on experience </li>
<li>Full-time positions </li>
<li>Flexible work environment </li>
<li>Competitive salary </li>
<li>Eligibility for quarterly company bonus pool </li>
</ul>
<ul>
<li>Company-paid employee medical, dental, and life/AD&amp;D insurance </li>
<li>Generous paid-time off policy </li>
<li>Ten paid company holidays </li>
<li>401(k) match starting six months after start date </li>
</ul>

<h3>Job Description</h3>
Customer Advocate
Location: Gilbert, AZ
This position has fast career growth working in a company that impacts people’s lives. Serenity aims to be an industry disruptor in Healthcare; come join our team and make a difference! In this role, you will be responsible for educating patients on new-to-market healing technologies. You will primarily be helping patients understand the studies on the risks of medication versus the benefits of TMS and Ketamine.
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Responsibilities
<ul>
<li>Be the expert on TMS and Ketamine. Training and studies will be provided.</li>
<li>Ownership for all patients on your provider’s schedule</li>
<li>One on one meetings with patients to connect treatment solutions to their individual needs.</li>
<li>Support healing through education, connection, and focus on TMS and Ketamine</li>
</ul>
Benefits
<ul>
<li>Pay ($20/hr)</li>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Paid Holidays</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Closed on Sundays</li>
<li>Employee Referral Program</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or GED. </li>
<li>2-3+ year of experience in a full-time customer service role.</li>
<li>Drug Testing within company policy</li>
<li>Previous experience working with computer-based information systems.</li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
Powered by JazzHR
HvpN7c8XAw

<h3>Job Description</h3>
Customer Advocate
Location: Superior, CO
This position has fast career growth working in a company that impacts people’s lives. Serenity aims to be an industry disruptor in Healthcare; come join our team and make a difference! In this role, you will be responsible for educating patients on new-to-market healing technologies. You will primarily be helping patients understand the studies on the risks of medication versus the benefits of TMS and Ketamine.
Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people.
Responsibilities
<ul>
<li>Be the expert on TMS and Ketamine. Training and studies will be provided.</li>
<li>Ownership for all patients on your provider’s schedule</li>
<li>One on one meetings with patients to connect treatment solutions to their individual needs.</li>
<li>Support healing through education, connection, and focus on TMS and Ketamine</li>
</ul>
Benefits
<ul>
<li>Pay ($22/hr)</li>
<li>Career Growth Opportunity</li>
<li>Paid Time Off</li>
<li>10 Paid Holidays</li>
<li>401k</li>
<li>Medical, Dental, Vision insurance (Serenity covers 90% of your insurance premium)</li>
<li>Closed on Sundays</li>
<li>Employee Referral Program</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or GED. </li>
<li>2-3+ year of experience in a full-time customer service role.</li>
<li>Drug Testing within company policy</li>
<li>Previous experience working with computer-based information systems.</li>
</ul>
About Serenity:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
*This position is contingent on successfully completing a criminal background check upon hire.
In accordance with Colorado's Equal Pay for Equal Work Act this position pays $22/hour.
Powered by JazzHR
iY7n8H2CJR

<h3>Job Description</h3>
Description:
4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping &amp; outdoor, emergency preparedness and health &amp; wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Customer Advocate to join our team.

If you thrive in a fast paced environment with high standards that holds you accountable and rewards accomplishments, look no further. You’ll be paid well for your contributions, sound decisions, and results. Your family is important, so you have the flexibility to balance both home and work according to your needs. Your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one’s whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life. 

The Customer Advocate’s Mission: is to treat customers as we would want to be treated. The Customer Advocates are responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. The Customer Advocate's mission is to help the company grow with exceptional customer satisfaction. By doing this, the Customer Advocates will resolve problems and make the process easy for the customer while building and maintaining the 4Patriots reputation.
The Customer Advocates' mission is to create an effortless experience for the customer before they hit the “Order” button until they receive their products. 

Company Core Values:
<ol>
<li>Get the important stuff done - We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.</li>
<li>Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.</li>
<li>Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.</li>
<li>“We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.</li>
<li>See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.</li>
</ol>
Primary Responsibilities / Essential Job Functions:
<ul>
<li>Answering inbound customer calls in a friendly manner while using active listening skills.</li>
<li>Use upselling techniques.</li>
<li>Respond to inbound digital communication from customers in a friendly manner and handle each customer as if they were the ONLY customer. </li>
<li>Interpreting digital communication to understand customer issues fully. </li>
<li>Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions).</li>
<li>Updating very detailed notes in our system for each customer. This will ensure an excellent history in case the customer calls again, and they will not have to re-explain the situation.</li>
<li>Maintaining knowledge of our products.</li>
<li>Following our Quality Assurance standards at all times and meeting all KPI targets. </li>
<li>Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management.</li>
<li>Preventing cancellations or returns where possible.</li>
<li>Understanding when to forward escalated issues to management.</li>
<li>Have full knowledge (of Wiki, our internal system) to answer customer questions correctly.</li>
<li>Have full knowledge of SOPs for customer service tasks in our systems and warehouse systems.</li>
<li>Create and revise SOPs as needed and have them approved by management.</li>
<li>Understand current promotions fully and use appropriate Ad Codes when placing orders. </li>
<li>Identify trends heard from customers and report these trends to management in detail with data. Example: This week, I received 54 calls about 4P buyers not receiving confirmation emails. Their order numbers were 342234, 45345, 34324, etc.</li>
<li>Report any system issues to management for immediate investigation.</li>
<li>Handling special projects when delegated by management.</li>
<li>Help with training new representatives.</li>
<li>Additional job responsibilities and duties may be asked of you anytime.</li>
<li>The job’s duty description is subject to change at any time according to our business needs.</li>
</ul>
Requirements:
Qualifications:
<ul>
<li>High School Graduate or GED</li>
<li>2 years + of contact center experience in a call center-related field, including customer service.</li>
<li>This position is based on Central Standard Time.</li>
<li>Understand the demands of working in a fast-paced environment and provide customer excellence.</li>
<li>Comfortable upselling.</li>
<li>Active listening skills &amp; following protocols precisely.</li>
<li>You must be observant and have excellent judgment.</li>
<li>Strong grammar and communication skills.</li>
<li>Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats.</li>
<li>Ability to achieve daily KPIs for phone, email, and chat.</li>
<li>A mindset that is open and ready to embrace change.</li>
<li>Coachable -This is key in hitting required monthly QA KPI measurements. Required QA KPI measurements are as follows:</li>
<li>Employees will have 40+ scored customer interactions each month. The employee will be scored in sales, order status inquiries, general inquiries, and more.</li>
<li>Scores: 30-day employee QA expectations: 75%, 6 months, and beyond QA expectations: 90% or higher.</li>
<li>A mindset that is open and ready to embrace change.</li>
<li>Consistent attendance is essential and recommended in achieving all KPIs.</li>
</ul>
Other Qualifications:
<ul>
<li>For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed).</li>
<li>Must have reliable wi-fi. </li>
<li>Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:</li>
<li>Closed door with no one in the room.</li>
<li>No people talking in the background (including babysitter, family, friends, TV, and monitors).</li>
<li>No dogs barking.</li>
<li>No working in public areas or vehicles.</li>
<li>Anything that would prevent you from having a quiet work environment. </li>
<li>Use a USB headset only (wireless headsets will not be allowed). </li>
<li>Must pass a background check and credit check. For the credit check, please see the following:</li>
<li>No bankruptcy for the past 7 years</li>
<li>No more than $2,500 TOTAL in open collections </li>
<li>Excluding medical and closed accounts. We do count student loans. </li>
<li>For example: Not eligible to work for us: </li>
<li>Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)</li>
</ul>
4Patriots Offer:
<ul>
<li>100% remote!</li>
<li>Great Pay and Bonus Program</li>
<li>Company Paid Medical Coverage</li>
<li>Vision &amp; Dental Coverage</li>
<li>401K with Company Match</li>
<li>Generous PTO Policy</li>
<li>Paid Maternity/Parental Leave</li>
<li>Employee Referral Bonus</li>
<li>Student Loan Repayment Program</li>
<li>Volunteer Time Off</li>
<li>Professional Development Fund ...and many more</li>
</ul>
Skills and Abilities:
Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results-driven; and learn quickly in a fast-paced open-plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, and be detail-oriented and adaptable.

Physical And Mental Demands:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities.
While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch. 
The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements:
Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment.
We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI
4Patriots will never ask for personal information via email. Any and all offers will come directly from Human resources via phone call and email.

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