Engagement Specialist CSA II (3)

Customer Service Representative

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.

This position is full-time (40-hours / week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours 8am-6pm. Type office environment. Travel required as necessary. This role is located at on site at 4101 Percival Road, Columbia, SC.

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.

Initiates or processes adjustments or performs 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.

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. Follow through on complaints until resolved or reports to management as needed.

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.

Assist with the training of new employees and cross training of coworkers.

To qualify for this position, you'll need the following :

• High School Diploma or equivalent
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• 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.
• Basic computer operating skills.
• Standard office equipment.

We prefer you have the following :

Our comprehensive benefits package includes the following :

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.

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will conduct interviews with those candidates who qualify, with prioritization given to those candidates who demonstrate the required qualifications.