Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

7d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Description Logistics This position is full time (40 hours/week) Monday-Friday from 8:00am-6:00pm EST and will be on-site at our Government Programs Complex in Columbia, SC. What You Will Do: Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries. Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management. Provides 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. Maintains 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. Identifies and promptly reports and/or refers 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.
Basic use of 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

Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
Accurately documents inquiries.
Initiates or processes adjustments or performs other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Responds to, researches and/or assists with priority inquiries and special projects as required by management.
Provides 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.
Maintains 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.
Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Benefits

401(k) retirement savings plan with company match.
Subsidized health plans and free vision coverage.
Life insurance.
Paid annual leave – the longer you work here, the more you earn.
Nine paid holidays.
On-site cafeterias and fitness centers in major locations.
Wellness programs and healthy lifestyle premium discount.
Tuition assistance.
Service recognition.
Incentive Plan.
Merit Plan.
Continuing education funds for additional certifications and certification renewal.