Service Advocate
Are you a high performer? Now is your chance to check out a career opportunity with New Benefits, Ltd., America’s leading wholesaler of customizable non-insured health, personal security, financial, travel and leisure benefits! Our office is conveniently located in the North Dallas area and we are looking for YOU to be a part of our continued growth and success. Dazzling customer service is our promise!
Since 1990, we have proudly served associations, insurance companies, banks, credit unions, brokerage and consulting firms, insurance agencies, TPAs, and employers. With thousands of clients and millions of members, New Benefits is trusted to provide exceptional customer service, top-tier products, seamless administration, print services, billing, and compliance—all while upholding the highest standards of integrity and honesty in marketing non-insured products and services.
We offer a fun, business casual environment with a strong company culture focused on employee engagement and recognition. As a valued team member, the Service Advocate will enjoy a comprehensive benefits package, including paid vacation and holidays, a 401(k) with company match, health insurance, voluntary dental coverage, paid life insurance, and access to a New Benefits discount card.
Summary
The Service Advocate plays a key role in delivering exceptional customer service in our inbound call center.
Responsibilities and Duties
- Handle inbound calls from members, clients, and providers, providing information on member benefits, products, and assistance in locating providers
- Provide outstanding service by answering all incoming calls and making outbound calls as needed to ensure a DAZZLING customer experience
- Achieve a Key Performance Indicator (KPI) score of at least 80%
- Consistently meet monthly call productivity targets
- Resolve Level 1 issues efficiently within 24 hours
Qualifications and Skills
- Call Center experience is preferred
- High School Diploma or GED
- Strong passion for delivering outstanding customer service to both internal and external parties
- Ability to multitask by typing while handling phone conversations
- Capability to communicate effectively in person and over the phone, including using a headset
- Good visual acuity and ability to operate standard office equipment repetitively
- Must be able to perform work at a computer terminal for 6-8 hours in a dynamic environment with potential interruptions
- Commitment to schedule adherence, including punctual arrival, timely breaks/lunches, and proper departure
- Strong follow-through, time management, and organizational skills
Job Specific Competencies
- Technical Expertise – Demonstrates a deep understanding and proficiency in a specific technical area.
- Diagnostic Information Gathering – Skilled at identifying the necessary information to clarify a situation, gathering that information from relevant sources, and using effective questioning techniques to obtain details, even when others may be hesitant to share.
- Analytical Thinking – Approaches problems logically and systematically, using a step-by-step approach to find solutions.
- Thoroughness – Ensures work and information are complete and accurate.
- Attention to Communication – Ensures that key information is communicated to those who need to be kept informed.
- Customer Orientation – Demonstrates a strong focus on meeting the needs and expectations of both external and internal customers.
- Managing Change – Supports and drives organizational change to improve effectiveness; helps others navigate and adapt to changes successfully.
- Stress Management – Maintains effectiveness under pressure, demonstrating self-control and composure, even in challenging or provocative situations.
Benefits
- Medical Insurance
- Dental Insurance
- Life Insurance
- Disability Insurance
- New Benefits Discount Card (Free to Employees and Immediate Family Members)
- 401(k) with a 5-year vesting
- 5 days of Vacation and 5 days of personal/sick
- 8.5 paid Holidays per year
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reports to
Member Support Manager
Classification
Non-Exempt
