HR Customer Service Advocate II

Description

This is a full-time position working (40-hours/week) Monday-Friday 8:00am – 5:00pm working on-site at Clemson Rd. Columbia SC, in an office environment.

Position Purpose

The role handles both routine and non-routine inquiries, requiring flexibility to deviate from standard procedures, screens, and scripts when necessary. The role involves conducting research to resolve complex inquiries, ensuring that customers receive thorough and effective solutions.

What You'll Do

• Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
• Handles situations which may require adaptation of response or extensive research.
• Accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries.
• Coincides 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.
• Aids in process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintains all departmental productivity, quality, and timeliness standards.
• Aids in the training of new employees and cross-training of coworkers.

To Qualify For This Position, You'll Need

• Required Education: High School Diploma or equivalent
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience
• Required 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

What We Prefer You To Have

• PREFERRED Education: Associate Degree
• PREFERRED Work Experience: 3 years-of customer service or call center experience
• PREFERRED Software and Other Tools: Knowledge of word processing, spreadsheet, and database software

What We Can Do For You

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 coverage401k retirement savings plan with company matchLife InsurancePaid Time Off (PTO)On-site cafeterias and fitness centers in major locationsEducation AssistanceService RecognitionNational discounts to movies, theaters, zoos, theme parks and more

What To Expect Next

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who are the most qualified, with prioritization given to those candidates who demonstrate the required qualifications.