Part-Time Customer Service Advocate I

BlueCross BlueShield of South Carolina•Augusta, GA

3d•Onsite

About The Position

The Customer Service Advocate I responds to customer inquiries by telephone, in writing, online, or in person, providing accurate, timely, and courteous service. The role documents inquiries, researches and processes adjustments as needed, coordinates with other departments to resolve problems, and follows complaints through to resolution. The advocate also shares customer feedback and recommendations with management, maintains knowledge of quality instructions and company policies, supports process improvements, meets departmental productivity, quality, and timeliness standards, and reports suspected fraud or system errors. This is a part-time, fully on-site position at 2743 Perimeter Parkway, Augusta, Georgia. Employees must be available to work 40 hours per week during the first three months of training, and time off is not permitted during that period. During the first training week, hours are 8:00 a.m. to 4:30 p.m.; afterward, training hours are 8:30 a.m. to 5:00 p.m., possibly extending to 5:30 p.m. depending on the class lunch schedule. After training, employees work an 8-hour shift scheduled within operating hours of 8:30 a.m. to 7:15 p.m.

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.

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 and 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 escalate them as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural and technique changes to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.