Customer Service Phone Advocate I

This position is a full-time, onsite role located at 200 North Dozier Boulevard, Florence, SC 29501. Occasional overtime and weekend work may be required based on business needs.

Responsibilities

• Ensures effective customer relations by responding accurately, timely, and courteously to telephone inquiries.
• Accurately documents inquiries and initiates minor/clerical adjustments based on provider requests or processes adjustments.
• Performs research as needed to resolve inquiries, including coordinating 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 other customer comments, making 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 recommendations for 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 (required).
• 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 and familiarity with standard office equipment.

Qualifications

• Associate Degree (preferred).
• 2 years of 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.

Schedule

• Full-time, Monday–Friday, 8:00 AM–5:00 PM.