Customer Service Advocate I-Part Time

BlueCross BlueShield of South Carolina • Columbia, SC

21h • Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. This role involves responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries, and accurately documenting them. It also includes initiating or processing adjustments, performing research to resolve inquiries, and coordinating with other departments to solve problems. The position requires responding to, researching, and assisting with priority inquiries and special projects as required by management. Additionally, the role involves providing feedback to management regarding customer problems, questions, and needs, maintaining accurate records on complaints and/or other customer comments, and making recommendations for changes. The Customer Service Advocate will follow through on complaints until resolved or report to management as needed. Maintaining basic knowledge of quality work instructions and company policies, assisting with process improvements, and maintaining all departmental productivity, quality, and timeliness standards are also key aspects. Finally, the role requires identifying and promptly reporting and/or referring suspected fraudulent activities and system errors to the appropriate departments.

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.
• Standard office equipment.

Nice To Haves

• Associate Degree
• 2 years-of customer service or call center experience.
• Knowledge of word processing, spreadsheet, and database software.

Responsibilities

• Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
• Accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries.
• Coordinates with other departments to resolve problems.
• Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• Provides feedback to management regarding customer problems, questions and needs.
• Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
• Follows through on complaints until resolved or reports to management as needed.
• Maintains basic knowledge of quality work instructions and company policies.
• Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintains all departmental productivity, quality, and timeliness standards.
• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Benefits

• Equal Employment Opportunity Statement
• affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans
• reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs
• E-Verify
• Pay Transparency Nondiscrimination Provision

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED