Customer Service Advocate III

Customer Service Representative

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.

Location:

This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This is an on-site position located at 4101 Percival Rd, Columbia SC 29229.

What You'll Do:

• 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 inquiries 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.

To Qualify For This Position, You'll Need The Following:

• Required
  
  Work Experience:
  
  2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.
• Required
  
  Education:
  
  High School Diploma or equivalent
• Required
  
  Skills and Abilities:
  
  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.
• Required Software and Other Tools:
  Microsoft Office.

Our Comprehensive Benefits Package Includes The Following:

• 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

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.