Customer Service Advocate III

BlueCross BlueShield of South Carolina•Columbia, SC

10h

About The Position

Summary 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. Description 65% 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. 15% 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. 10% Provide feedback to management regarding customer issues. Maintain accurate records concerning issues. Follow through on inquiries until resolved or report to management as needed. 5% Maintain knowledge of procedures and policies. Assist with process improvements by recommending improvements in procedures and policies. 5% Assist 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.
Strong oral and written communication skills.
Proficient in spelling, punctuation, and grammar.
Strong organizational, analytical, and customer service skills.
Ability to handle high stress situations.
Basic business math proficiency.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.
Microsoft Office.

Nice To Haves

3 Years-Customer service or claims processing experience.
Associate Degree-Any Major
Ability to persuade, negotiate or influence.
Knowledge of database software.

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 inquiries 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.