Customer Service Advocate I

Palmetto GBA•Augusta, GA

3d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Description Logistics - Palmetto GBA - one of BlueCross BlueShield of South Carolina’s subsidiary companies. Location: This position is a full-time (40-hours/week) Monday-Friday in a typical office environment. Training hours (first week) are from 8am-4:30pm, after week 1, the hours will be from 8:30am-5pm (up to 5:30 depending on class lunch schedule). Work schedule is 10:15am-7:15pm. This role is located on-site at 2743 Perimeter Parkway, Augusta, GA 30909. What You’ll Do: Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries. Initiate or processes adjustments or perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management. Provide 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. Maintain 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. Assist with the training of new employees and cross training of coworkers.

Requirements

High School Diploma or equivalent
Excellent verbal and written communication skills.
Proficient spelling, punctuation, and grammar.
Strong human relations and organizational skills.
Ability to handle high stress situations.
Good judgment.
Ability to handle confidential or sensitive information with discretion.
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

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
Handles situations which may require adaptation of response or extensive research.
Accurately documents inquiries.
Initiate or processes adjustments or perform other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Responds to, research and/or assists with priority inquiries and special projects as required by management.
Provide 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.
Maintain 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.
Assist with the training of new employees and cross training of coworkers.