Customer Service Advocate I

BlueCross BlueShield of South Carolina • Columbia, SC

3d • Onsite

About The Position

The Customer Service Advocate I provides prompt, accurate, thorough, and courteous responses to customer inquiries and conducts research as needed to resolve them. The role is full-time, 40 hours per week, Monday through Friday, in a typical office environment at 17 Technology Circle, Columbia, SC 29203. The workday is an eight-hour shift scheduled during normal business hours of 8:30 AM to 5:00 PM.

The position handles customer inquiries by telephone, in writing, on the web, and in person. It documents inquiries, researches and resolves issues, coordinates with other departments, follows up on complaints, and shares customer feedback with management. The advocate also supports process improvements, meets departmental productivity, quality, and timeliness standards, and reports suspected fraud or system errors to appropriate departments.

Requirements

• High school diploma or equivalent.
• Basic computer operating skills.
• Ability to work with standard office equipment.
• 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.

Nice To Haves

• Associate’s 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.
• Document customer inquiries accurately.
• Initiate or process adjustments and conduct research as needed to resolve inquiries.
• Coordinate with other departments to resolve problems.
• Respond to, research, or 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 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 procedural and technical changes identified during daily operations to support process improvements.
• Meet departmental productivity, quality, and timeliness standards.
• Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.

Benefits

• Subsidized health plans.
• Dental and vision coverage.
• 401(k) retirement savings plan with company match.
• Life insurance.
• Paid time off (PTO).
• On-site cafeterias and fitness centers in major locations.
• Education assistance.
• Service recognition.
• National discounts to movies, theaters, zoos, theme parks, and more. Benefits participation begins on the first of the month following 28 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED