Customer Service Advocate I

CGS Administrators, LLC•Nashville, TN

1d•$18 - $21•Remote

About The Position

Customer Service Advocate I at CGS, a subsidiary of BlueCross BlueShield of South Carolina. This full-time, 40-hour-per-week position is remote anywhere in the USA. The role responds to customer inquiries by telephone, in writing, on the web, or in person, accurately documents interactions, researches and resolves issues, and coordinates with other departments when needed. The position also contributes customer feedback and recommendations to management, follows complaints through resolution, maintains quality and productivity standards, and reports suspected fraud or system errors. The initial six-week training schedule is listed as 7:30pm to 4:00pm CT; no time off is permitted during that period. After training, the regular schedule is 8:30am to 5:00pm CT, Monday through Friday. CMS residency requirements may apply to certain divisions: employees must have lived in the US for at least three of the last five years. The posted pay range is $17.75–$20.87; actual compensation depends on factors including experience, geographic location, and internal equity.

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.
CMS residency requirement for certain divisions: lived in the US for at least three of the last five years.

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, or walk-in inquiries and document them 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 records of complaints and customer comments and recommend changes.
Follow through on complaints until resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies, recommend process improvements, and meet departmental productivity, quality, and timeliness standards.
Promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.