Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

1d•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 responds to telephone, written, web, and walk-in inquiries, documents them accurately, and coordinates with other departments to address customer problems. It may also involve priority inquiries and special projects as requested by management. The position is full-time, 40 hours per week, Monday through Friday, in a typical office environment at 17 Technology Circle, Columbia, South Carolina. For the first eight weeks, the training schedule is 8:00 a.m. to 4:30 p.m. After training, employees must be available to work a full-time schedule between 8:00 a.m. and 6:00 p.m.; schedules are provided after training. The position is not eligible for sponsorship now or in the future.

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 customer 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, research, or assist with priority inquiries and special projects as required by management.
Provide feedback to management about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, recommend changes to management, and follow up on complaints until resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes to procedures and techniques identified during daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.