Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

5d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, researching as needed to resolve them. This full-time, 40-hour-per-week role is based in a typical office environment at 17 Technology Circle, Columbia, South Carolina. The schedule is Monday through Friday, with an eight-hour shift scheduled during normal business hours of 8:30 a.m. to 5:00 p.m. The position handles customer inquiries received by telephone, in writing, online, or in person; documents inquiries; and coordinates research, adjustments, or support from other departments to resolve issues. The role also maintains accurate complaint records, shares customer feedback with management, supports process improvements, follows quality and productivity standards, and promptly refers suspected fraud or system errors to appropriate departments.

Requirements

High school diploma or equivalent.
Basic computer operating skills.
Ability to work with standard office equipment.
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.

Nice To Haves

Associate’s 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 perform research as needed to resolve inquiries.
Coordinate with other departments to resolve customer 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 changes to procedures and techniques identified during daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.