Customer Service Advocate II

Spectraforce Technologies; Columbia (SC); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Advocate II to join their team in a dynamic office environment. In this role, you will be the first point of contact for customers, providing timely and accurate responses to inquiries. Your strong communication skills will shine as you handle various customer concerns and collaborate with different departments to ensure satisfaction. This position offers a unique opportunity to grow your career through hands-on experience and training in a supportive atmosphere. If you thrive in a fast-paced environment and enjoy helping others, this role is perfect for you.

Qualifications

• 1 year of claims processing or customer service experience required.
• Ability to handle high-stress situations effectively.

Responsibilities

• Provide accurate and courteous responses to customer inquiries.
• Document inquiries and maintain records on complaints.

Skills

Verbal Communication

Written Communication

Human Relations

Organizational Skills

Stress Management

Judgment

Confidentiality

Computer Systems Operation

Education

High School Diploma

Bachelor's Degree

Associate Degree

Tools

Word Processing Software

Spreadsheet Software

Database Software

Standard Office Equipment

Job description

Title: Customer Service Advocate II

Location: 29229, Columbia, South Carolina(Contract to Perm)

Time: Monday through Friday 8:00 pm-4:30 pm

Duration: 3 Months (Contract to Hire)

.

Duties:

• Provides prompt, accurate, thorough and courteous responses to all customer inquiries.


• Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures.


• Performs research as needed to resolve inquiries.


• 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.

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.



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.