**Customer Care Advocate (CCA) - Plano, TX**

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**Location:** Plano, TX, US As a Contact Center Customer Service Advocate, you will help and work with customers to improve their health, well-being and sense of security. Role Summary

In this pivotal role, th e Customer Service Advocate receives inbound customer calls to answering general inquires on Family Medical Leave, Company Leaves, Americans with Disabilities Act, and New York Paid Family Leave. Additionally, they track all Family Medical Leave time reported and provide determination on time decisions.

* **Customer Focus-** Consistently goes above and beyond to understand customer requirements and surpass their expectations.

* **Communicates Effectively-** Proactively shares a great deal of information; considers what others want to know, not just what they need to know.

* **Manages Conflict-** Shows a positive approach in times of conflict and helps to dispel tension when there are differences of opinion.

* **Situational Adaptability**- Swiftly determines when flexibility is required and skillfully shifts own approach.

* **Nimble Learning**- Consistently asks meaningful questions of others to learn from their experience and knowledge.

* **Optimizes Work Processes**- Consistently adheres to defined and communicated standards, methods, and procedures.