Customer Service Advocate II

TALENT Software Services; Columbia (SC); On-site; USD 35,000 - 50,000; Full time

Job summary

A customer service company located in Columbia, South Carolina, is seeking a dedicated professional to manage customer inquiries efficiently. The role requires excellent verbal and written communication skills, with responsibilities including responding to inquiries, resolving issues, and providing support to management. The ideal candidate must possess strong organizational skills and the ability to operate various computer systems effectively. This position is set in a typical office environment, promising a dynamic work atmosphere.

Qualifications

• Excellent verbal and written communication skills required.
• Proficient spelling, punctuation, and grammar essential.
• Ability to learn and effectively use multiple computer systems.

Responsibilities

• Respond to customer inquiries promptly and courteously.
• Coordinate with other departments to resolve issues.
• Provide feedback to management regarding customer concerns.
• Maintain knowledge of company policies and quality work instructions.
• Assist with training new employees.

Skills

Excellent verbal and written communication skills

Strong human relations and organizational skills

Ability to handle high stress situations

Good judgment

Ability to handle confidential information with discretion

Tools

Basic computer operating skills

Knowledge of word processing software

Knowledge of spreadsheet software

Knowledge of database software

Job description

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.