Customer Service Advocate I

CGS Administrators LLC; Nashville (TN); Remote; USD 24,000 - 29,000; Full time

Benefits offered by this job

Health benefits

401k retirement plan with companymatch

Life Insurance

Paid Time Off (PTO)

Education Assistance

Service Recognition

Discounts for movies/theaters/zoos

Job summary

CGS, a BlueCross BlueShield subsidiary, is seeking a remote, full-time Customer Service Associate to support inquiries via phone, email, web, or walk-in. You will document inquiries, coordinate with departments, and help resolve issues while maintaining accurate records.

Training lasts six weeks with evenings 7:30pm–4:00pm CT; after training, typical hours are 8:30am–5:00pm CT. A CMS residency requirement applies; candidates must have lived in the US for at least three of the last five years.

Qualifications

• High School Diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer service skills and ability to handle high-stress situations.
• Good judgment and the ability to learn multiple computer systems.
• Familiarity with word processing, spreadsheets and database software.

Responsibilities

• Respond to inquiries by phone, email, web or walk-in and document them accurately.
• Coordinate with departments to resolve problems and assist with priority inquiries.
• Provide feedback to management and follow through on complaints until resolved.
• Maintain knowledge of procedures and support process improvements.
• Identify suspected fraudulent activities and report to appropriate departments.

Skills

Verbal communication

Written communication

Customer service

Stress management

Judgment

Multi-system use

Education

High School Diploma or equivalent

Associate Degree

Tools

Word processing

Spreadsheet software

Database software

Job description

Logistics:

CGS - One of BlueCross BlueShield's South Carolina subsidiary companies.

Location:

This position is full-time (40 hours/week) Monday-Friday. This position is remote anywhere in the USA. The initial training period will last six weeks, with training hours scheduled from 7:30pm to 4:00pm CT. Please note that time off will not be permitted during the first six weeks of employment. Following the training period, the regular work schedule will be 8:30am to 5:00pm CT.

Centers for Medicare and Medicaid Services (CMS) Requirements:

Certain divisions within BlueCross BlueShield of South Carolina require CMS (Centers for Medicare and Medicaid Services) residency that requires employees to have lived in the US for at least three (3) out of the last five (5) years. This is a business requirement - government contracts, not an HR requirement. In the spirit of transparency, if we extend an offer and discover during the background check process that you have not been in the US for at least three (3) years, you will fail background, and the offer will be rescinded.

What You'll Do:

• Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. 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.
• Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.

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. 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.
• Required Software and Other 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.

Pay Range Information:

$17.75 - $20.87 Please note that this range represents the pay range for this and other positions that fall into this pay grade. Compensation decision within the range will be dependent up a variety of factors, including experience, geographic location, and internal equity.

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 disabilitiesand 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 [e-mail] 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.