Title : Customer Service Advocate I

Location : Columbia, SC, 29203

Duration : 12 Months (Contract to Perm)

Shift : Monday-Friday- 8 : 30am-5pm

Note :

• Interviews : in person or over the phone.
• The training usually last for about 3 months in office and then may have the option to go home.
• Equipment will be provided.

Duties :

• Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.
• 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.

Accurately documents inquiries.

15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems.

Responds to, research and / or assists with priority inquiries and special projects as required by management.

10% 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 all departmental productivity, quality, and timeliness standards.

5% Identifies and promptly reports and / or refers suspected fraudulent activities and system errors to the appropriate departments.

Skills :

• Required Skills and Abilities : Excellent verbal and written 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.
• Required Software and Other Tools : Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools : Knowledge of word processing, spreadsheet, and database software.
• Work Environment : Typical office environment.

Education :

• Required Education : High School Diploma or equivalent Required Work Experience : None Preferred
• Education : Associate Degree Preferred Work Experience : 2 years-of customer service or call center experience.

Last updated : 2024-04-24