Customer Service Advocate II

BlueCross BlueShield of South Carolina

23h • Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Requirements

• High School Diploma or equivalent
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Excellent verbal and written communication skills.
• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Good judgment.
• Ability to handle confidential or sensitive information with discretion.
• Ability to learn and operate multiple computer systems effectively and efficiently.
• Basic computer operating skills.
• Standard office equipment.

Nice To Haves

• Associate Degree
• 3 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.
• Handles situations which may require adaptation of response or extensive research.
• Accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries.
• Coordinates with other departments to resolve inquiries.
• Researches, responds to, 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 inquiries 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.
• Assist with the training of new employees and cross training of coworkers.

Benefits

• We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision.
• We are an Equal Opportunity Employer.
• If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.

What This Job Offers

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