Phone Advocate, Customer Service

BlueCross BlueShield of South Carolina•Florence, SC

4d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries and conducts research as needed to resolve them. The role is based on-site at 200 N Dozier Blvd, Florence, SC 29501, in a typical office environment. It is full-time, 40 hours per week, Monday through Friday, from 8:00 a.m. to 5:00 p.m. The position is not eligible for sponsorship now or in the future. The Phone Advocate supports customer relations across telephone, written, web, and walk-in inquiries, accurately documenting interactions and working with other departments to resolve problems. The role also handles complaints and priority inquiries, shares customer feedback with management, follows quality and productivity standards, and reports suspected fraud and system errors.

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, and document inquiries accurately.
Initiate or process adjustments and conduct research as needed to resolve inquiries.
Coordinate with other departments to resolve customer 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, recommend changes to management, and follow complaints through resolution or escalate them as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural or technique changes to support process improvements discovered during daily operations.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.