Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, researching as needed to resolve them. The role serves customers by telephone, in writing, online, and in person, documents inquiries, coordinates with other departments, and follows complaints through to resolution. It also supports special projects and process improvements while meeting departmental productivity, quality, and timeliness standards. This is a full-time, 40-hour-per-week position, Monday through Friday, in a typical office environment. The eight-hour shift is scheduled during normal business hours of 8:00 a.m. to 4:30 p.m. Occasional overtime may be necessary, and travel between buildings may be required. The position is located at 4101 Percival Road, Columbia, South Carolina 29229. This 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.
Ability to use standard office equipment.

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.
Document customer inquiries accurately.
Initiate or process adjustments and conduct research as needed to resolve inquiries.
Coordinate with other departments to resolve customer 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 complaints through to 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 identified during daily operations.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.