Customer Service Advocate III

TEKsystems•Columbia, SC

6d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries. Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. This role involves handling complex telephone, written, web, or walk-in inquiries, adapting responses, and conducting extensive research. It also includes initiating corrective actions, processing adjustments, and performing research to resolve inquiries, as well as evaluating inquiries to identify underlying causes and implementing actions to prevent future issues. Coordination with other departments to resolve problems is also a key aspect. The role requires providing feedback to management regarding customer issues, maintaining accurate records, and following through on complaints until resolved or reporting to management as needed. Maintaining knowledge of procedures and policies, and assisting with process improvements by recommending improvements in procedures and policies are also part of the responsibilities. Additionally, this role involves assisting with the training of new employees and cross-training of coworkers.

Requirements

High School Diploma or equivalent
2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.

Nice To Haves

Associate Degree-Any Major
3 Years-Customer service or claims processing experience

Responsibilities

Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries.
Handles situations which may require adaptation of response or extensive research.
Maintain all departmental productivity, quality and timeliness standards.
Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
Coordinate with other departments to resolve problems.
Provide feedback to management regarding customer issues.
Maintain accurate records concerning issues.
Follow through on complaints until resolved or report to management as needed.
Maintain knowledge of procedures and policies.
Assist with process improvements by recommending improvements in procedures and policies.
Assist with the training of new employees and cross training of coworkers.