Customer Service Advocate

Job Summary

Duration: 3 months (Contract to hire)

Shift: 8:00 AM - 8:00 PM
Training Monday - Friday 8:00‑4:30 for 11 weeks
NO TIME OFF WILL BE APPROVED DURING TRAINING

Title:

Customer Service Advocate I

Location:

Columbia, SC 29229

Provides prompt, accurate, thorough, and courteous responses to all customer inquiries. Performs research and coordinates with internal departments as needed to ensure timely and effective issue resolution while maintaining high-quality customer service standards.

• Respond accurately, timely, and courteously to telephone, written, web, and walk‑in inquiries.
• Ensure effective customer relations through professional communication.
• Accurately document all customer interactions.
• Initiate or process adjustments as needed to resolve inquiries.
• Conduct research and coordinate with other departments to resolve issues.
• Respond to and assist with priority inquiries and special projects as required by management.
• Provide feedback to management regarding customer problems, questions, and needs.
• Maintain accurate records of complaints and customer comments.
• Recommend changes or improvements based on recurring issues.
• Follow through on complaints until resolution or escalated to management when necessary.
• Maintain knowledge of quality work instructions and company policies.
• Recommend improvements to procedures and techniques identified during daily operations.
• Meet all departmental productivity, quality, and timeliness standards.
• Identify and promptly report suspected fraudulent activities.
• Report system errors to the appropriate departments.

• Excellent verbal and written communication skills.
• Strong interpersonal and organizational skills.
• Ability to handle high‑stress situations.
• Good judgment and problem‑solving abilities.
• Strong customer service orientation.
• Ability to learn and efficiently operate multiple computer systems.

• Basic computer operating skills.
• Ability to use standard office equipment.
• Knowledge of word processing, spreadsheet, and database software.

• Required:
  
  High School Diploma or equivalent.
• Preferred:
  Associate Degree.

• Required:
  
  None.
• Preferred: 2 years of customer service or call center experience.

• Typical office environment.