Customer Service Advocate II

TEKsystems•Columbia, SC

4d•$16 - $16•Onsite

About The Position

The Customer Service Advocate is responsible for providing prompt, accurate, and courteous responses to customer inquiries, ensuring a positive customer experience. This role involves handling non-routine inquiries, performing research, and adapting responses as needed.

Requirements

High School Diploma or equivalent
1 year of claims processing or customer service experience OR
Bachelor’s Degree in lieu of work experience
Strong written and verbal communication
Empathy and problem-solving ability
Adaptability to handle varied tasks
Detail-oriented and organized

Nice To Haves

Associate degree
3 years of customer service or call center experience
Prior inbound call center experience
Healthcare or health insurance experience
Proficiency with CRM/CSM software
Hospitality industry experience

Responsibilities

Customer Support (60%): Respond accurately and courteously to telephone, written, web, or walk-in inquiries. Handle complex situations requiring research and adaptation. Document inquiries thoroughly.
Problem Resolution (15%): Initiate or process adjustments and coordinate with other departments to resolve issues. Assist with priority inquiries and special projects as required.
Feedback & Reporting (10%): Provide feedback to management regarding customer concerns and recommend process improvements. Maintain accurate records of complaints and follow through until resolution.
Compliance & Quality (10%): Maintain knowledge of company policies and quality standards. Assist with process improvements and ensure productivity, quality, and timeliness standards are met.
Training Support (5%): Assist in training new employees and cross-training team members.