Customer Service Advocate I

033 Palmetto GBA; Augusta (GA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Subsidized health plans

Dental & vision coverage

401k with company match

PTO & education assistance

Job summary

BlueCross BlueShield of South Carolina in Augusta, GA seeks a customer service professional to provide prompt, courteous responses to inquiries, perform research, and document outcomes. The role is full-time, on-site, with training in the first week and standard 40-hour weeks thereafter.

Responsibilities include handling inquiries across channels, coordinating with other departments, and contributing to process improvements while maintaining accurate records and supporting new employee training.

Qualifications

• High School Diploma or equivalent.
• Associate degree preferred.
• 2 years of customer service or call center experience.

Responsibilities

• Respond to inquiries by phone, email, web, or walk-ins promptly and courteously.
• Research and resolve inquiries, documenting results.
• Coordinate with other departments to address problems.
• Process adjustments and escalate as needed to resolve inquiries.
• Provide feedback to management on customer issues and needs.
• Maintain records of complaints and suggest improvements.
• Assist training of new employees and cross-training.

Skills

Communication skills

Spelling & grammar

Human relations

Stress management

Judgment

Discretion

System navigation

Education

High School Diploma

Associate Degree

Tools

Basic computer skills

Office equipment

Job description

Summary:

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.

Description:

Logistics - Palmetto GBA - one of BlueCross BlueShield of South Carolina’s subsidiary companies.

Location:

This position is a full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 2743 Perimeter Parkway, Augusta, GA 30909.

Training hours (first week):

from 8am-4:30pm, after week 1, the hours will be from 8:30am-5pm (up to 5:30 depending on class lunch schedule).

You will work an 8-hour shift anywhere between 8:30am-7:15pm.

What You’ll Do:

• Ensure 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.
• Initiate or processes adjustments or perform other research as needed to resolve inquiries.
• Coordinates with other departments to resolve problems.
• Responds to, research and/or assists with priority inquiries and special projects as required by management.
• Provide 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.
• Maintain 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.
• Assist with the training of new employees and cross training of coworkers.

To Qualify For This Position, You'll Need The Following:

Required Education:

High School Diploma or equivalent

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.

Required Software and Tools:

• Basic computer operating skills.
• Standard office equipment.

We Prefer You Have:

Preferred Education:

Associate Degree

Preferred Work Experience:

2 years-of customer service or call center experience.

Preferred Software and Other Tools:

• Knowledge of word processing, spreadsheet, and database software.

Our Comprehensive Benefits Package Includes The Following:

• 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 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.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status.

Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans.

It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information. Some states have required notifications. Here’s more information.

Welcome Here’s Your Smart Career Move Why should you join the BlueCross BlueShield of South Carolina family of companies?

Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever.

Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating.

We’re the largest insurance company in South Carolina … and much more.

We are one of the nation’s leading administrators of government contracts.

We operate one of the most sophisticated data processing centers in the Southeast.

We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths.

We deliver outstanding service to our customers.

Veterans Welcome!

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more.

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson.

If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.