Customer Service Advocate II

Mindlance; Columbia (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

Mindlance in Columbia, SC is seeking a customer service specialist to respond to inquiries by phone, email, web, or walk-in, document interactions, and coordinate with other departments.

The role requires 1 year of claims processing or customer service experience, or a Bachelor's degree in lieu of work experience. Strong communication and organizational skills are essential.

Qualifications

• Excellent verbal and written communication skills.
• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Ability to learn and operate multiple computer systems efficiently.

Responsibilities

• Respond to inquiries accurately, timely, and courteously via phone, email, web, or walk-in.
• Coordinate with other departments to resolve problems and process priority inquiries.
• Provide feedback to management and document complaints; ensure resolution.
• Maintain knowledge of quality work instructions and company policies and contribute to process improvements.
• Assist with training new employees and cross-training coworkers.

Skills

Verbal communication

Written communication

Organizational skills

High stress handling

Discretion

Multi-system proficiency

Education

High School Diploma

Bachelor's degree

Associate Degree

Tools

Word processing

Spreadsheets

Database software

Job description

Duties:

• 60% 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.
• 15% Initiates 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.
• 10% 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.
• 10% 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.
• 5% Assist with the training of new employees and cross training of coworkers. null

Skills:

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. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment. null

Education:

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. Preferred Education: Associate Degree Preferred Work Experience: 3 years-of customer service or call center experience. null