Customer Service Phone Advocate I

About the role

We are currently hiring for a Customer Service Phone Advocate I to join BlueCross BlueShield of South Carolina. You will be responsible for providing prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries.

Location & Schedule

• Location: 200 North Dozier Boulevard, Florence, SC 29501 (onsite)
• Full-time (40 hours/week), Monday-Friday
• Shift: 8:00am to 5:00pm
• Training: 8:00am to 5:00pm
• Occasional overtime may be necessary based on business need

Responsibilities

• Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries
• Accurately documents inquiries
• Initiates minor/clerical adjustments based on provider request 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
• 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 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
• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments

Requirements

• High School Diploma or equivalent
• Excellent verbal 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
• Basic computer operating skills
• Standard Office Equipment proficiency

Qualifications

• Associate Degree (preferred)
• 2 years customer service or call center experience (preferred)
• Knowledge of word processing, spreadsheet, and database software (preferred)

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

Work Environment

Typical Office Setting.