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Customer Service Advocate I

Customer Service Advocate I

Spectraforce TechnologiesColumbia, SC, United States
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Title : Customer Service Advocate I

Location : Columbia, South Carolina 29229

Duration : 3 months (contract to hire) Partial

Time : Monday-Friday, 11 : 30am-8pm

Training - 4 weeks on a schedule of 8 : 30am-5pm

OT to be expected on Monday and Tuesday

Onsite Position will have an option to work remotely

Note : Working remotely would require a dedicated quiet workspace and access to high-speed internet (Employee is responsible for their own internet).

  • Wireless Internet is not acceptable. The computer must be plugged or hardwired into Internet Modem.
  • Equipment will be provided (Computer / Mouse / Keyboard / Monitor / Headset) to be used for work-related activities only.

Duties :

  • Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries.
  • Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures.
  • Performs research as needed to resolve inquiries.
  • 65% Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research.
  • Maintain all departmental productivity, quality and timeliness standards.
  • 15% Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
  • Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
  • Coordinate with other departments to resolve problems.
  • 10% Provide feedback to management regarding customer issues.
  • Maintain accurate records concerning issues.
  • Follow through on complaints until resolved or report to management as needed.
  • 5% Maintain knowledge of procedures and policies.
  • Assist with process improvements by recommending improvements in procedures and policies.
  • 5% Assist with the training of new employees and cross training of coworkers.

    • Skills :

    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.

    • 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.
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    Customer Advocate • Columbia, SC, United States

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