Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Onsite

About The Position

The Customer Service Advocate I ensures effective customer relations by responding accurately, promptly, and courteously to telephone, written, web, and walk-in inquiries. The role documents inquiries, researches and resolves issues, processes adjustments as needed, and coordinates with other departments. It also supports priority inquiries and special projects, shares customer feedback with management, maintains complaint records, and follows complaints through resolution. The advocate maintains knowledge of quality work instructions and company policies, recommends process improvements, meets departmental productivity, quality, and timeliness standards, and reports suspected fraud or system errors to the appropriate departments. This is a full-time, 40-hour-per-week, Monday-through-Friday, on-site position in a typical office environment at 4101 Percival Rd, Columbia, South Carolina. BlueCross BlueShield of South Carolina describes itself as a long-standing South Carolina company and a leading administrator of government contracts, with a commitment to customer service and employee development.

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, timely, 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/or assist with priority inquiries and special projects as required by management.
Provide management with feedback regarding customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments and recommend changes to management.
Follow through on complaints until they are resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes to procedures and techniques discovered 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 the appropriate departments.