Customer Service Advocate III

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to complex customer inquiries. Inquiries are typically non-routine and may require adapting standard screens, scripts, or procedures, as well as conducting research. This is a full-time, 40-hour-per-week, on-site role in a typical office environment at 4101 Percival Rd, Columbia, SC 29229. The schedule is Monday through Friday.

Requirements

High school diploma or equivalent.
Two years of customer service or claims processing experience, or a bachelor's degree in lieu of work experience.
Strong oral and written communication skills.
Proficiency 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 proficiency.

Nice To Haves

Three years of customer service or claims processing experience.
Associate degree in any major.
Ability to persuade, negotiate, or influence.
Knowledge of database software.

Responsibilities

Respond accurately and promptly to complex telephone, written, web, or walk-in inquiries, adapting responses or conducting extensive research when needed.
Meet departmental productivity, quality, and timeliness standards.
Initiate corrective actions, adjust processes, and conduct research to resolve inquiries.
Evaluate inquiries to identify underlying causes and implement measures to prevent recurring issues.
Coordinate with other departments to resolve problems.
Provide management with feedback about customer issues and maintain accurate issue records.
Follow up on complaints until they are resolved, or report them to management as needed.
Maintain knowledge of procedures and policies and recommend improvements to procedures and policies.
Assist with training new employees and cross-training coworkers.