Customer Service Advocate I

BlueCross BlueShield of South Carolina•Nashville, TN

23h•Remote

About The Position

CGS, a subsidiary company of BlueCross BlueShield of South Carolina, is hiring a Customer Service Advocate I to provide prompt, accurate, thorough, and courteous responses to customer inquiries. The role researches inquiries and coordinates with other departments to resolve customer problems. It is a full-time, 40-hour-per-week remote position open anywhere in the USA, with a Monday-to-Friday schedule. The initial six-week training period is scheduled from 7:30 p.m. to 4:00 p.m. CT; time off is not permitted during training. After training, the regular schedule is 8:30 a.m. to 5:00 p.m. CT. Some divisions have a CMS residency requirement: employees must have lived in the United States for at least three of the last five years. This is a business requirement related to government contracts. If the requirement is not met, an offer may be rescinded after the background check. Candidates must have a high school diploma or equivalent and strong communication, interpersonal, organizational, judgment, and customer service skills. They must be able to handle high-stress situations and learn and use multiple computer systems. An associate degree and two years of customer service or call center experience are preferred.

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.
Must have lived in the United States for at least three of the last five years if the position is in a division subject to the CMS residency requirement.

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, or 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 procedure and technique changes discovered 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.