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What does a Customer Care Advocate do?

Updated January 8, 2025
8 min read
What does a Customer Care Advocate do

A customer care advocate is responsible for monitoring customer transactions, ensuring the highest customer service satisfaction by timely responses and complaint resolution. Customer care advocates recommend strategic procedures and training programs necessary for handling customer support. They manage customer concerns and conduct interviews to identify customer preferences and build other business opportunities to build a good reputation for the organization. A customer care advocate must have excellent communication and organizational skills to promote customer advocacy and determine the best customer service practices.

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Customer care advocate responsibilities

Here are examples of responsibilities from real customer care advocate resumes:

  • Continue to manage a high volume of customer calls relate to HMO, PPO and POS concerns.
  • Develop regional sales tools including PowerPoint presentations, brochures and web content to support product sales.
  • Put together presentations using PowerPoint.
  • Process questionnaires for Medicaid recipients to establish comprehension of complex rules and regulations.
  • Verify Medicaid benefits and answer several calls from physicians or their assistants regarding their payments.
  • Utilize critical thinking to determine effective operational procedures to fulfill member's concerns while adhering to HIPAA regulations.
  • Demonstrate superb organizational and multitasking abilities
  • Demonstrate superb organizational and multitasking abilities

Customer care advocate skills and personality traits

We calculated that 13% of Customer Care Advocates are proficient in Patients, Scheduling Appointments, and Data Entry. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Customer Care Advocates that have these skills listed on their resume here:

  • Patients, 13%

    Telephoned insurance companies to verify patients coverage and to obtain information concerning extent of benefits.

  • Scheduling Appointments, 7%

    Claim research and adjustment, verifying and scheduling appointments with medical offices, ensuring that Medicare recipients understand their coverage.

  • Data Entry, 7%

    Maintained the cancellation and confirmation number data entry for all reservations.

  • Outbound Calls, 6%

    Conducted outbound calls to current customers insure customer satisfaction with security system and client service.

  • HIPAA, 6%

    Controlled and monitored the release of confidential documents under the Health Insurance Portability and Accountability and Act (HIPAA).

  • Home Health, 6%

    Worked in Home Health independently on the phone providing support and in the community making home visits to individuals and families.

"patients," "scheduling appointments," and "data entry" are among the most common skills that customer care advocates use at work. You can find even more customer care advocate responsibilities below, including:

Communication skills. To carry out their duties, the most important skill for a customer care advocate to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer care advocates often use communication skills in their day-to-day job, as shown by this real resume: "participated in the design of employee communications, safety and the internal fix it programs including the customer care program. "

Customer-service skills. Another skill that relates to the job responsibilities of customer care advocates is customer-service skills. This skill is critical to many everyday customer care advocate duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "determine the approximate cost of the service call and secure the proper authorization from customer prior to scheduling service appointments. "

Interpersonal skills. customer care advocate responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what customer care advocates do with interpersonal skills on a typical day: "provide superior customer care skills, interpersonal communication, and excellent oral, written, typing and telephone skills. "

Listening skills. Another crucial skill for a customer care advocate to carry out their responsibilities is "listening skills." A big part of what customer care advocates relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to customer care advocate duties can be seen in an example from a customer care advocate resume snippet: "earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. "

Patience. Another skill commonly found on customer care advocate job descriptions is "patience." It can come up quite often in customer care advocate duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day customer care advocate responsibilities: "worked to ensure great customer service by possessing patience, clear communication, and a positive attitude. "

Most common customer care advocate skills

The three companies that hire the most customer care advocates are:

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Compare different customer care advocates

Customer care advocate vs. Call center associate

Call center associates are professionals who are responsible for taking inbound and outbound customer calls and handle responsibilities that include account inquiries, customer complaints, or product and support issues. These associates are required to provide quality assistance and customer service so that they can receive positive reviews from their customers. They must assist customers with technical support issues, which include updating product documentation and training materials. Call center associates must also accurately identify their customers' needs and objectives so that they can achieve the organization's sales goals.

The annual salary of call center associates is $1,856 lower than the average salary of customer care advocates.While their salaries may differ, the common ground between customer care advocates and call center associates are a few of the skills required in each roleacirc;euro;trade;s responsibilities. In both careers, employee duties involve skills like patients, scheduling appointments, and data entry.

While similarities exist, there are also some differences between customer care advocates and call center associate. For instance, customer care advocate responsibilities require skills such as "home health," "customer care," "crm," and "health insurance." Whereas a call center associate is skilled in "inbound calls," "strong customer service," "pet," and "phone calls." This is part of what separates the two careers.

Call center associates earn the highest salaries when working in the finance industry, with an average yearly salary of $32,632. On the other hand, customer care advocates are paid more in the insurance industry with an average salary of $36,480.call center associates tend to reach similar levels of education than customer care advocates. In fact, call center associates are 2.4% less likely to graduate with a Master's Degree and 0.2% less likely to have a Doctoral Degree.

Customer care advocate vs. Customer service liaison

Customer service liaisons are professionals who facilitate a working relationship between clients and an organization by providing excellent customer service. These liaisons must coordinate with the proper personnel to provide accurate answers for customers with concerns or questions. They must handle outgoing and incoming calls to provide positive client relations and ensure satisfaction. Customer service liaisons must also implement internal procedures and supervise technology updates to ensure all information records are organized for proper networking among employees and customers.

Customer service liaison positions earn higher pay than customer care advocate roles. They earn a $2,924 higher salary than customer care advocates per year.Only some things about these jobs are the same. Take their skills, for example. Customer care advocates and customer service liaisons both require similar skills like "patients," "scheduling appointments," and "data entry" to carry out their responsibilities.

While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer care advocate responsibilities requires skills like "home health," "customer care," "crm," and "health insurance." But a customer service liaison might use other skills in their typical duties, such as, "strong customer service," "phone calls," "excellent interpersonal," and "regulatory agencies."

Customer service liaisons may earn a higher salary than customer care advocates, but customer service liaisons earn the most pay in the technology industry with an average salary of $40,134. On the other hand, customer care advocates receive higher pay in the insurance industry, where they earn an average salary of $36,480.Average education levels between the two professions vary. Customer service liaisons tend to reach similar levels of education than customer care advocates. In fact, they're 1.8% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.

Customer care advocate vs. Customer service trainer

A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.

On average, customer service trainers earn lower salaries than customer care advocates, with a $767 difference per year.customer care advocates and customer service trainers both have job responsibilities that require similar skill sets. These similarities include skills such as "patients," "data entry," and "outbound calls," but they differ when it comes to other required skills.

Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer care advocate resumes include skills like "scheduling appointments," "hipaa," "home health," and "crm," whereas a customer service trainer is more likely to list skills in "strong customer service," "cleanliness," "gross margin," and "hr. "

Customer service trainers earn the highest salary when working in the telecommunication industry, where they receive an average salary of $32,603. Comparatively, customer care advocates have the highest earning potential in the insurance industry, with an average salary of $36,480.When it comes to education, customer service trainers tend to earn similar degree levels compared to customer care advocates. In fact, they're 1.7% less likely to earn a Master's Degree, and 0.1% less likely to graduate with a Doctoral Degree.

Customer care advocate vs. Customer agent

A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.

Customer agents average a lower salary than the annual salary of customer care advocates. The difference is about $1,385 per year.According to resumes from customer care advocates and customer agents, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "data entry," "outbound calls," and "customer service. "While some skills are required in each professionacirc;euro;trade;s responsibilities, there are some differences to note. "patients," "scheduling appointments," "hipaa," and "home health" are skills that commonly show up on customer care advocate resumes. On the other hand, customer agents use skills like troubleshoot, customer calls, us customs, and golf courses on their resumes.The technology industry tends to pay the highest salaries for customer agents, with average annual pay of $32,547. Comparatively, the highest customer care advocate annual salary comes from the insurance industry.customer agents reach similar levels of education compared to customer care advocates, in general. The difference is that they're 2.4% more likely to earn a Master's Degree, and 0.0% less likely to graduate with a Doctoral Degree.

Types of customer care advocate

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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