Customer Service Advocate I

About the role

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Logistics: Planned Administrators Inc. (PAI) – One of BlueCross BlueShield's South Carolina subsidiary companies.

Schedule

Full-time (40‑hours/week) Monday‑Friday in a typical office environment. Initial training is 4 weeks in office with the opportunity to work from home upon completion of training. Training is located at 17 Technology Circle, Columbia, SC 29203.

Responsibilities

• Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk‑in inquiries.
• Accurately documents inquiries.
• Initiate or process adjustments or perform 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.
• Provide feedback to management regarding customer problems, questions and needs.
• Maintain 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.
• Maintain 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.
• Maintain all departmental productivity, quality, and timeliness standards.
• Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.

Requirements

Education: High School Diploma or equivalent.

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.

Software and Tools:

• Basic computer operating skills.
• Standard office equipment.

Preferred Qualifications

Education: Associate Degree.

Work Experience: 2 years of customer service or call center experience.

Software and Tools: Knowledge of word processing, spreadsheet, and database software.

Benefits

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