Customer Service Advocate II

LanceSoft • Columbia, SC

2d • Onsite

About The Position

The Customer Service Advocate II responds to customer inquiries by telephone, in writing, through the web, or in person. The role provides prompt, accurate, thorough, and courteous service, including handling non-routine inquiries that may require adapting standard screens, scripts, or procedures and conducting research. The employee documents inquiries, coordinates with other departments, and follows complaints through resolution. The position also supports process improvements, maintains departmental standards, and assists with employee training and cross-training.

This is a 100% onsite, contract-to-hire position at either the Percival Road or Technology Circle location in Columbia, South Carolina. The start date is November 30, 2026, with no alternate start date. Pay is $18 per hour. The role is 40 hours per week. Training lasts 4–6 weeks, from 8:00 AM to 4:30 PM. After training, the schedule is Monday through Friday and is assigned after training; candidates must be available between 8:00 AM and 8:00 PM. Selections will be made based on resumes; there are no interviews.

Requirements

• High school diploma or equivalent.
• At least 1 year of claims processing or customer service experience, or a 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 and exercise 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.
• Must be available to work Monday through Friday on a schedule assigned after training, with availability between 8:00 AM and 8:00 PM.

Nice To Haves

• Associate degree.
• Three years of customer service or call center experience.
• Knowledge of word processing, spreadsheet, and database software.

Responsibilities

• Respond promptly, accurately, thoroughly, and courteously to customer inquiries, including non-routine matters that may require deviating from standard screens, scripts, or procedures.
• Research and resolve inquiries; handle telephone, written, web, and walk-in contacts; accurately document inquiries. (60%)
• Initiate or process adjustments and perform research to resolve inquiries; coordinate with other departments; respond to, research, or assist with priority inquiries and special projects as required by management. (15%)
• Provide management with feedback about customer problems, questions, and needs; maintain accurate records of complaints and customer comments; recommend changes and follow complaints through resolution or report them to management as needed. (10%)
• Maintain basic knowledge of quality work instructions and company policies; recommend process improvements based on daily operations; meet departmental productivity, quality, and timeliness standards. (10%)
• Assist with training new employees and cross-training coworkers. (5%)

What This Job Offers

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