Customer Service Advocate II

Location: Columbia

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** Summary
* * Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.#
** Description
* **
* Location:

** This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is onsite at 51 Clemson Rd. Columbia, SC.
** Position

Purpose:

** Provides prompt, accurate, and courteous support by handling routine and non‑routine customer inquiries, performing research as needed to resolve issues.
*
* What You’ll Do:

*** Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
* Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve inquiries. Researches, responds to, and/or assists with priority inquiries and special projects as required by management.
* Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on inquiries until resolved or reports to management as needed.
* Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
* Assist with the training of new employees and cross training of coworkers.
** To Qualify For This Position, You’ll Need The Following:**
* ** Required

Education:

** High School Diploma or equivalent
* ** Required

Work Experience:

** 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
* ** Required

Skills and Abilities:

** Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools:
Basic computer operating skills. Standard office equipment.
** We Prefer That You Have The Following:**
* *
* Preferred Education:

** Associate Degree
* ** Preferred

Work Experience:

** 3 years-of customer service or call center experience.
* ** Preferred Software and Other Tools:
** Knowledge of word processing, spreadsheet, and database software.
** Our Comprehensive Benefits Package Includes The Following:
** We offer our employees great benefits and rewards.  You will be eligible to participate in the benefits the first of the month following 28 days of employment.  
* 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
** What We Can Do for You:
** 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.
** What to Expect Next:
** After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.
** Equal Employment Opportunity Statement
** Blue Cross Blue Shield of South Carolina and our subsidiary companies maintain a continuing policy of…