Phone Advocate, Customer Service

BlueCross BlueShield of South Carolina•Florence, SC

3d•Onsite

About The Position

The Phone Advocate provides prompt, accurate, thorough, and courteous responses to customer inquiries, conducting research as needed to resolve them. The role handles inquiries received by telephone, in writing, on the web, or in person, and supports effective customer relations through accurate documentation and follow-through. This is a full-time, 40-hour-per-week, on-site position at 200 N Dozier Blvd, Florence, SC 29501. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., in a typical office environment. The position is not eligible for sponsorship now or in the future.

Requirements

High school diploma or equivalent.
Excellent verbal communication skills.
Strong human relations and organizational skills.
Ability to handle high-stress situations.
Good judgment skills.
Strong customer service skills.
Ability to learn and operate multiple computer systems effectively and efficiently.
Basic computer operating skills.
Ability to use standard office equipment.

Nice To Haves

Two years of customer service or call center experience.
Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in inquiries.
Document customer inquiries accurately.
Initiate or process adjustments and conduct research to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, and recommend changes to management.
Follow through on complaints until they are resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes in procedures and techniques discovered during daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.