Customer Service Advocate II # 26-26755

Us Tech Solutions; Columbia (SC); On-site; USD 32,000 - 45,000; Full time

Job summary

US Tech Solutions in Columbia, SC is seeking a Customer Service Advocate II to handle a high volume of inquiries, research issues, resolve complaints, and provide accurate and timely support in a fast-paced call center.

The ideal candidate has at least 1 year in customer service, healthcare or insurance experience preferred, strong communication, and the ability to navigate multiple systems. Shift coverage 8:00 AM–8:00 PM, onsite, with potential contract-to-hire.

Qualifications

• Minimum of 1 year of customer service, call center, or claims processing experience.
• Healthcare or insurance customer service experience is preferred.
• Experience handling high call volumes is an advantage.
• Candidates must be comfortable working in a phone-based customer service environment.

Responsibilities

• Handle high-volume inbound customer service calls and respond to customer inquiries professionally and accurately.
• Research and resolve routine and non-routine customer issues.
• Document customer interactions, inquiries, complaints, and resolutions accurately.
• Process adjustments and conduct research as needed to resolve customer concerns.
• Coordinate with other departments to resolve complex issues.
• Follow up on complaints and elevate unresolved matters when necessary.
• Maintain productivity, quality, accuracy, and timeliness standards.
• Identify recurring customer issues and recommend process improvements.
• Handle confidential and sensitive information appropriately.
• Assist with training and cross-training team members when needed.

Skills

Verbal and written communication

Customer service

Problem solving

Research abilities

Organization

Microsoft Office / Office suite

Education

High School Diploma or equivalent

Tools

Microsoft Office

Spreadsheets

Databases

Job description

Duration: 3+ Months (Possible contract to hire)

Job Description:

We are seeking a customer-focused Customer Service Advocate II to handle a high volume of customer inquiries, research issues, resolve complaints, and provide accurate and timely support. The ideal candidate will have strong communication and problem-solving skills, be comfortable working in a fast-paced call center environment and be able to manage multiple computer systems while maintaining customer satisfaction and service quality.

Responsibilities:

• Handle high-volume inbound customer service calls and respond to customer inquiries professionally and accurately.
• Research and resolve routine and non-routine customer issues.
• Document customer interactions, inquiries, complaints, and resolutions accurately.
• Process adjustments and conduct research as needed to resolve customer concerns.
• Coordinate with other departments to resolve complex issues.
• Follow up on complaints and elevate unresolved matters when necessary.
• Maintain productivity, quality, accuracy, and timeliness standards.
• Identify recurring customer issues and recommend process improvements.
• Handle confidential and sensitive information appropriately.
• Assist with training and cross-training team members when needed.

Experience:

• Minimum of 1 year of customer service, call center, or claims processing experience.
• Healthcare or insurance customer service experience is preferred.
• Experience handling high call volumes is an advantage.
• Candidates must be comfortable working in a phone-based customer service environment.

Skillsets:

• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and research abilities.
• Ability to handle high call volumes and challenging customer interactions.
• Good organizational skills, attention to detail, and judgment.
• Basic computer skills and the ability to navigate multiple systems.
• Ability to maintain accurate records and handle confidential information.
• Familiarity with Microsoft Office, spreadsheets, and databases is preferred.

Education:

• High School Diploma or equivalent.

Additional Qualifications:

• Must be comfortable working onsite in Columbia, SC.
• Must be available to work any assigned shift between 8:00 AM and 8:00 PM, Monday through Sunday, based on business needs.
• Weekend work is required during the busy season, with at least 2 out of 4 weekends expected.
• Must be willing to work overtime during high-volume periods and holidays when scheduled.
• Business-casual dress code is required.

Shift Hours:

Any assigned shift between 8:00 AM and 8:00 PM, Monday through Sunday. Final schedule will be assigned after training.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement:

By applying, you acknowledge that AI-assisted tools may be used during hiring.