Customer Service Advocate II - Request #37812910

Southcarolinablues; Columbia (SC); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

BlueCross BlueShield of South Carolina 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. Onsite position with 60% focus on customer relations, 15% coordination with other departments, 10% feedback to management and maintaining records, 10% adherence to policies, and 5% aiding training of new employees and

Qualifications

• Excellent verbal and written communication.
• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Good judgment and discretion with sensitive information.
• Ability to learn and operate multiple computer systems effectively.

Responsibilities

• Respond to customer inquiries promptly, accurately and courteously across channels.
• Research and document inquiries; resolve issues with minimal disruption.
• Coordinate with other departments to resolve problems.
• Provide feedback and document complaints; monitor and report trends.
• Assist with training new employees and cross-training coworkers.

Skills

Verbal communication

Written communication

Spelling & grammar

Interpersonal skills

Stress management

Multiple systems

Education

High school diploma

Associate degree

Tools

Word processing

Spreadsheet software

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 allow 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 to Hire
• Must be available Monday through Friday, 8:00 AM - 4:30 PM
• Onsite interviews will be conducted
• Training will be 4-6 weeks
• Onsite position only - must be local candidates

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% Assists 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.

Preferred Skills and Abilities:

• Microsoft Office skills.
• Detail oriented and able to stay organized and complete assigned tasks.

Required Software and Other 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.

Minimum Required Education:

High School Diploma or equivalent.

Preferred Education:

Associate Degree.

Minimum Required Work Experience:

1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

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: $16.00/hour - $16.00/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 dedication, work ethics 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. If you're ready to join a diverse company with secure, community roots and an innovative future,