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Customer AdvocateWe are looking for compassionate customer service professionals who want to help others. English and Bilingual (English/Spanish) positions are available. Working at ICF means applying a passion for meaningful work on the leading issues of our day. Smart, compassionate, and innovative, ICF believes in growing the careers of our employees.We are seeking self-motivated and energetic individuals to join our team of Customer Advocates to work from our Martinsville, VA facility or remotely. Ideal candidates will possess a passion for providing services for older American who may be victims of financial fraud. We need individuals who are empathetic, respectful, professional, courteous, eager-to-learn, and ready to make a career with us.Technical and programmatic training will be provided. Candidates must be willing to work assigned shifts during the program hours of 9:30 am to 6:00 pm ET. Key Responsibilities Include:
Respond to customer inquiries and requests for information, provide guidance as defined in approved reference guides, policies, and procedures.
Advocate on behalf of the customer and accurately document customer interactions.
Actively listen to customer and take initiative to seek actionable solutions to customer goals or problems.
Complete all commitments offered to customer in a timely manner, i.e., call backs.
Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
Perform the assigned duties with minimal supervision, but also work in a team problem-solving environment.
Follow all policies and guidelines set by company.
Maintain confidentiality regarding company and customer information.
Must have no financial or other potential conflicts of interest that would impair one’s ability to provide fair and unbiased advice and assistance to callers.
Ability to work with minimal day-to-day direction.
Superior interpersonal skills including courtesy, professionalism, empathy, and cooperative attitude.
Ability to use a computer and navigate at high functionality.
Excellent oral and written communication skills.
Qualifications
High school diploma or equivalent required, college degree or some college training preferred.
Must successfully pass criminal background checks.
Working at ICFICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are committed to creating a culture where we embrace our differences in ideas and identities. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. Learn more about what we dohttps://www.icf.com/ and our commitment to inclusionhttps://www.icf.com/company/about/diversity-inclusion.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOCKnowYourRightsscreenreader1020.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is :$27,132.00 - $46,125.00Virginia Remote Office (VA99)Need help? We're here:ICFCareerCenter@icf.comAbout ICFICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com (https://c212.net/c/link/?t=0&l=en&o=3731098-1&h=2556622195&u=https%3A%2F%2Fwww.icf.com%2F&a=icf.com) .
