Customer Service Advocate II

TEKsystems•Columbia, SC

1d•$18 - $18•Onsite

About The Position

Magnit Req ID#: 36723155 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. •60% 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. •15% 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. •10% 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. •10% 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. •5% Assist with the training of new employees and cross training of coworkers. typical day would like in this role: Identifying ,loading, and closing out escalations from other Blue Cross plans.

Requirements

Required Education: High School Diploma or equivalent
Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
Good communications, organization, task oriented.
They will be handling escalations that come in to us from other BCBS plans so we have to ensure that we respond timely.

Nice To Haves

Preferred Education: Associate Degree
Preferred Work Experience: 3 years-of customer service or call center experience.
knowledge of Excel
detailed oriented
claims knowledge would be a plus.

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 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.
Assist with the training of new employees and cross training of coworkers.
Identifying ,loading, and closing out escalations from other Blue Cross plans.