Customer Service Advocate II

Location: On-site at 4101 Percival Rd, Columbia, SC 29229. Full-time (40 hours/week), Monday–Friday in a typical office environment.

Responsibilities

• Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
• Handle situations that may require adaptation of response or extensive research.
• Accurately document inquiries.
• Initiate or process adjustments or perform other research as needed to resolve inquiries.
• Coordinate with other departments to resolve problems.
• Respond to, research, and/or assist 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 make recommendations for changes to management.
• Follow through on complaints until resolved or report to management as needed.
• Maintain basic knowledge of quality work instructions and company policies.
• Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintain all departmental productivity, quality, and timeliness standards.
• Assist with the training of new employees and cross-training of coworkers.

Requirements

• High School Diploma or equivalent.
• 1 year of claims processing or customer service experience OR Bachelor’s Degree in lieu of work experience.
• 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.
• Basic computer operating skills.
• Proficiency with standard office equipment.

Preferred Qualifications

• Associate Degree.
• 3 years of customer service or call center experience.
• Knowledge of word processing, spreadsheet, and database software.

Benefits

• 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.