Customer Service Coach

BlueCross BlueShield of South Carolina•Columbia, SC

14d•Onsite

About The Position

Coaches Customer Service Advocates to provide prompt, accurate, thorough and courteous responses to all complex and typically non-routine customer inquiries. Recommends training needs of individuals or teams based on observations and information obtained during coaching sessions. Develops action plans for Customer Service Advocates based on performance indicators. Suggests process improvement plans as necessary through routinely performed audits. Performs research as needed to resolve inquiries. Description Location: This position is on-site full-time Monday-Friday in a typical office environment. Employees are required to work between the hours of 8:00 AM to 6:00 PM. It may be necessary, given the business need to work occasional overtime and weekends. This role is located at 17 Technology Circle, Columbia SC.

Requirements

High School Diploma or equivalent
4 years of experience to include 3 years' customer service experience OR Bachelor's Degree in lieu of work experience.
Skill in providing feedback, including modeling of specific behaviors and identifying action steps.
Strong oral and written communication skills.
Strong active listening and problem-solving skills.
Strong organizational, analytical, and customer service skills.
Proficient in spelling, punctuation, and grammar.
Basic business math proficiency.
Ability to recognize the presence or absence of standard service behaviors.
Ability to handle high stress situations.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.
Ability to build and maintain professional relationships with internal and external customers through team-oriented and service conscious behavior.
Ability to affect a positive customer experience through first contact resolution.
Microsoft Office.
Must complete coaching certification within three months of hire.
Must successfully complete required departmental training within three months of hire.

Nice To Haves

2 years-of call center experience.
Part B/HHH Medicare Knowledge

Responsibilities

Performs routine audits through one-on-one sessions with Customer Service Advocates as well as silent call monitoring to ensure quality standards, member experience standards, and procedures are being followed.
Research’s all calls and loads all coaching into a data base.
Develops and mentors Customer Service Advocates by providing guidance specific to call and workload management in order to achieve optimal performance.
Provides necessary training to the Customer Service Advocates based on opportunities for improvement that are identified during one-on-one sessions and silent call monitoring using motivational techniques to reinforce positive behaviors.
Identifies operational trends and communicates recommendations for training or process improvements by documenting and preparing findings for review by area management.
Provides trending data to management in regular reports to management.
Responds to complex telephone, written, web, or walk-in inquiries accurately and in a timely manner.
Addresses situations with may require adaptation of response or extensive research.