HR Customer Service Advocate II

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.

This is a full-time position working (40-hours/week) Monday-Friday 8:00am - 5:00pm working on-site at Clemson Rd. Columbia SC, in an office environment.

This position handles both routine and non-routine inquiries, requiring flexibility to deviate from standard procedures, screens, and scripts when necessary. The role involves conducting research to resolve complex inquiries, ensuring that customers receive thorough and effective solutions.

• 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 problems.
• Responds to, researches 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 complaints 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.
• Assists with the training of new employees and cross training of coworkers.

• 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

• 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

• 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

Blue Cross Blue Shield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans.

It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.