Customer Service Advocate II - 37782958

Southcarolinablues; Columbia (SC); On-site; USD 21,000 - 24,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

Job summary

BlueCross BlueShield of South Carolina is seeking a Customer Service Advocate II to provide prompt, accurate responses to customer inquiries across channels. This role requires research and deviation from scripts when needed, ensuring courteous service and thorough documentation.

Key duties include handling inquiries, coordinating with departments to resolve issues, and contributing to process improvements.

Qualifications

• High School Diploma or equivalent.
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Associate Degree preferred.
• 3 years of customer service or call center experience.

Responsibilities

• Respond to inquiries promptly and courteously by phone, email, web, or walk-in.
• Document inquiries accurately and perform necessary research.
• Coordinate with other departments to resolve problems.
• Provide feedback to management and assist with process improvements.
• Assist with training of new employees and cross-training.

Skills

Verbal communication

Written communication

Discretion

Stress management

Judgment

Multi-system learning

Teamwork

Education

High School Diploma

Bachelor’s degree acceptable

Associate Degree preferred

Tools

Basic computer skills

Office equipment

Word processing

Spreadsheets

Database software

Job description

Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina …and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Job Title:Customer Service Advocate II

Position Details:

• Contract

Position Summary

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.

Essential Duties and 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.

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.

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.

Pay Transparency:

• This is the pay range that Magnit reasonably expects to pay someone for this position is $15.00/hour - $17.75/hour W-2.
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more.

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson.If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.