Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

4d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries and conducts research as needed to resolve them. The role handles inquiries by telephone, in writing, online, and in person; documents inquiries; coordinates with other departments; and follows up on complaints and other customer issues through resolution. It also maintains knowledge of quality instructions and company policies, meets departmental productivity, quality, and timeliness standards, recommends process improvements, and reports suspected fraud or system errors. This is a full-time, 40-hour-per-week position, Monday through Friday, in a typical office environment. The employee works an eight-hour shift scheduled during normal business hours of 8:00 a.m. to 4:30 p.m. Occasional overtime may be necessary, and travel between buildings may be required. The role is located at 4101 Percival Road, Columbia, South Carolina 29229. The position is not eligible for current or future sponsorship.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong human relations and organizational skills.
Ability to handle high-stress situations.
Good judgment skills.
Strong customer service skills.
Ability to learn and operate multiple computer systems effectively and efficiently.
Basic computer operating skills.
Ability to use standard office equipment.

Nice To Haves

Associate degree.
Two years of customer service or call center experience.
Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in inquiries, and document inquiries accurately.
Initiate or process adjustments and conduct research to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, recommend changes to management, and follow complaints through resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural and technical changes to support process improvements discovered during daily operations.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.