Customer Service Advocate II

Title: Customer Service Advocate II

Location: Columbia, SC 29229

Duration: 3 months (Contract to hire)

Shift- 8AM - 6:00 Pm

Note:

• TRAINING - 6-8 WEEKS TRAINING SCHEDULE - MONDAY-FRIDAY, 8AM-4:30PM

Duties:

• 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.
• 60% 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.
• 15% 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.
• 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.
• 10% 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.
• 5% Assist with the training of new employees and cross training of coworkers.

Skills:

• 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 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: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Preferred Education: Associate Degree Preferred Work Experience: 3 years-of customer service or call center experience.