Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

The Customer Service Advocate I ensures effective customer relations by responding accurately, promptly, and courteously to customer inquiries received by telephone, in writing, online, or in person. The role documents inquiries, researches and resolves issues, processes adjustments as needed, and coordinates with other departments. It also handles or assists with priority inquiries and special projects as directed by management. The position provides management with feedback about customer problems, questions, and needs; maintains records of complaints and other customer comments; recommends changes; and follows complaints through to resolution or escalates them as needed. The advocate maintains basic knowledge of quality work instructions and company policies, recommends process improvements, meets departmental productivity, quality, and timeliness standards, and promptly reports or refers suspected fraud and system errors. This is a full-time, on-site position at 4101 Percival Rd, Columbia, SC 29229, scheduled Monday through Friday for 40 hours per week in a typical office environment.

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, and walk-in inquiries, and document inquiries accurately.
Initiate or process adjustments and conduct research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to or assist with research on 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, recommend changes to management, and 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 assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.