Customer Service Advocate II

About the role

This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 4101 Percival Rd, Columbia, SC 29229.

What You'll Do

• Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
• Handle situations which 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

Required Qualifications

• Education: High School Diploma or equivalent
• Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience
• 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
• Software and Tools: Basic computer operating skills; standard office equipment

Preferred Qualifications

• Education: Associate Degree
• Work Experience: 3 years of customer service or call center experience
• Software and Other Tools: 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

What We Can Do For You

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.