Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries and conducts research as needed to resolve them. This full-time role is with Planned Administrators Inc. (PAI), a BlueCross BlueShield of South Carolina subsidiary. The position is Monday through Friday, 8:30 a.m. to 5:00 p.m., in a typical office environment. Training is conducted onsite at 17 Technology Circle, Columbia, South Carolina, for approximately five to six weeks. After training, employees may be eligible for a hybrid schedule based on performance review. The role responds to customer inquiries received by telephone, in writing, on the web, or in person, and accurately documents them. It may involve processing adjustments, researching issues, coordinating with other departments, assisting with priority inquiries and special projects, tracking complaints through resolution, and identifying suspected fraud or system errors. The employee maintains knowledge of quality instructions and company policies, meets departmental productivity, quality, and timeliness standards, and recommends process improvements. Benefits eligibility begins on the first of the month following 28 days of employment. The company describes a diverse and inclusive workplace and provides reasonable accommodations as applicable.

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.

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 to resolve customer inquiries.
Coordinate with other departments to resolve problems 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 customer comments, recommend changes to management, and follow complaints through 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, and meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.