Customer Service Advocate II

Lancesoft; Columbia (SC); On-site; USD 20,000 - 29,000; Full time

Job summary

Lancesoft seeks a Customer Service Advocate II for an on-site role at our Columbia, SC location (Percival Road or Technology Circle). The position starts November 30, 2026, with a 4–6 week training period from 8:00 AM to 4:30 PM, after which schedules will be set between 8 AM and 8 PM.

This role emphasizes accurate, timely inquiries handling via phone, email, web, or walk-ins, with a strong focus on customer relations, documentation, and cross-department collaboration.

Qualifications

• High School Diploma or equivalent is required.
• 1 year of claims processing or customer service experience, or a Bachelor's Degree in lieu of work experience.
• Associate Degree is preferred.

Responsibilities

• 60% Ensures effective customer relations by responding accurately, timely, and courteously to inquiries. Documents inquiries.
• 15% Initiates or processes adjustments or research to resolve inquiries; coordinates with other departments.
• 10% Provides feedback to management; maintains records on complaints and follows through until resolved.
• 10% Maintains knowledge of company policies; supports process improvements and adheres to productivity standards.
• 5% Assists with training of new employees and cross-training of coworkers.

Skills

Verbal communication

Written communication

Organizational skills

Stress management

Good judgment

Discretion

Education

High School Diploma or equivalent

Associate Degree

Tools

Basic computer skills

Job description

Job Title: Customer Service Advocate II

Location: Columbia, SC – Percival Road or Technology Circle

Start Date: November 30, 2026 (No alternate start date)

Pay Rate: $18/hr

NO INTERVIEWS (Selections will be made based off Resume)

100% ONSITE

Contract to hire

Hours: 40 hours/week

Training Duration: 4–6 weeks (8AM – 4:30PM)

After Training: Monday–Friday, with schedules assigned after training is completed (must be available between 8AM – 8PM)

Responsibilities

• 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.

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