Customer Service Advocate I

BlueCross BlueShield of South Carolina•Nashville, TN

10d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Description Logistics: CGS - One of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 26 Century Blvd ST610, Nashville, TN 37214. Training is from 7:30am-4pm for 6 weeks. Work hours will be from 8:30am-5pm. What You’ll Do: Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. 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. Identify and promptly report and/or refer 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

Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
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.
Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.