Part-Time Customer Service Advocate I

BlueCross BlueShield of South Carolina•Augusta, GA

2d•Onsite

About The Position

BlueCross BlueShield of South Carolina is hiring a part-time Customer Service Advocate I. The position is fully on-site at 2743 Perimeter Parkway, Augusta, Georgia. Although the role is part-time, the employee must be available to work 40 hours per week during the first three months of training, and time off is not permitted during training. During the first week, training hours are 8:00 a.m. to 4:30 p.m. Thereafter, training hours are 8:30 a.m. to 5:00 p.m., with the possibility of extending to 5:30 p.m., depending on the class lunch schedule. After training, employees work an eight-hour shift scheduled within operating hours of 8:30 a.m. to 7:15 p.m. The role provides customer service by responding to inquiries across telephone, written, web, and walk-in channels. The advocate documents inquiries, researches and processes adjustments or other actions to resolve issues, coordinates with other departments, and follows complaints through to resolution. The position also supports priority inquiries and special projects, maintains records and productivity, quality, and timeliness standards, and identifies suspected fraud and system errors for referral. The company describes opportunities for employees to develop skills, advance their careers, and contribute to company growth.

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, or walk-in inquiries.
Accurately document customer inquiries.
Initiate or process adjustments and conduct other research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to research requests 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, and recommend changes to management.
Follow complaints through to resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes to procedures and techniques to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activity and system errors to appropriate departments.