Customer Service Advocate III

BlueCross BlueShield of South Carolina • Columbia, SC

3d • 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. Description Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 4101 Percival Rd, Columbia, SC 29229. Work hours can range anywhere between 8am-6pm.

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, call center 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 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.

Benefits

• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees