Customer Service Advocate II

Blue Cross Blue Shield Association; Columbia (SC); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health plans

401k match

Life Insurance

PTO

On-site facilities

Education assistance

Service recognition

National discounts

Job summary

BlueCross BlueShield of South Carolina is seeking a Customer Service Advocate II to join our team in Columbia. You will respond to inquiries with accuracy, courtesy, and timeliness, often needing research or deviation from standard scripts to resolve issues.

This full-time, on-site role at 4101 Percival Rd offers a dynamic work environment, opportunities for growth, and a commitment to exceptional member service within a diverse community.

Qualifications

• Excellent verbal and written communication skills required.
• Proficient spelling, punctuation and grammar.
• Ability to handle high stress situations with discretion.
• Learn and operate multiple computer systems effectively.
• Deal with confidential or sensitive information appropriately.

Responsibilities

• Respond accurately, timely and courteously to inquiries by phone, email, web or walk-ins.
• Perform research or deviations from scripts to resolve inquiries.
• Coordinate with other departments to resolve problems and respond to priority inquiries.
• Provide feedback and document customer comments; track complaints until resolved.
• Support process improvements and assist with training of new staff.

Skills

Verbal communication

Written communication

Spelling & grammar

Human relations

Organizational skills

High stress management

Good judgment

Confidential information handling

Multi-system operation

Education

High School Diploma or equivalent

Associate Degree

Tools

Basic computer operations

Office equipment

Job description

Summary

We are currently hiring for a Customer Service Advocate II to join BlueCross BlueShield of South Carolina. In this role as Customer Service Advocate II, you will provide prompt, accurate, thorough, and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. You will perform research as needed to resolve inquiries.

Here is your opportunity to join a dynamic team at a diverse company with secure, community roots and an innovative future.

Description

Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is on-site only, located at 4101 Percival Rd, Columbia, SC 29229

What You'll Do:

• Ensure 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.
• 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.
• Assist with the training of new employees and cross training of coworkers.
• Customer Service Advocate Day-In-The-Life Video

To Qualify For This Position, You'll Need The Following:

• 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.
• 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.

We Prefer You Have:

• Preferred Education: Associate Degree
• Preferred Work Experience: 3 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.

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 disabilities and 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 email [e-mail] or 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. Here's more information.

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