Customer Service Advocate I
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Job Description
Customer Service Advocate resolving customer inquiries for BlueCross BlueShield of South Carolina. Researching issues, processing adjustments, and coordinating resolutions remotely across the USA.
Responsibilities:
- Respond to telephone, written, web, or walk-in customer inquiries accurately, promptly, and courteously
- Document customer inquiries accurately
- Initiate or process adjustments and conduct research to resolve inquiries
- Coordinate with other departments to resolve problems
- Respond to, research, and assist with priority inquiries and special projects
- Provide management with feedback regarding customer problems, questions, and needs
- Maintain accurate records of complaints and customer comments
- Recommend procedural and technique changes to improve processes
- Follow complaints through resolution or report them to management
- Maintain knowledge of quality work instructions and company policies
- Maintain departmental productivity, quality, and timeliness standards
- Identify and report or refer suspected fraudulent activities and system errors
Requirements:
- High School Diploma or equivalent
- Excellent verbal and written communication skills
- Strong human relations and organizational skills
- Ability to handle high stress situations
- Good judgment skills
- Strong customer service skills
- Ability to learn and operate multiple computer systems effectively and efficiently
- Basic computer operating skills
- Familiarity with standard office equipment
- Two years of customer service or call center experience preferred
- Knowledge of word processing, spreadsheet, and database software preferred
- CMS residency requirement for certain divisions: lived in the US for at least three of the last five years
- Must be able to work full-time, 40 hours per week, Monday-Friday
Benefits:
- 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
- Opportunity to develop skills, advance careers and contribute unique abilities
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