Customer Service Advocate II

Summary
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 have been part of the national landscape, with our roots firmly embedded in the South Carolina community. We are 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 committed to the same philosophy, consider joining our team!
Here is your opportunity to join a dynamic team at a diverse company with secure, community roots and an innovative future.
Description
Position Purpose
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.
Logistics
This position is full time (40 hours/week) Monday-Friday 8:30-5:00 located in Columbia, SC.
What You Will Do:

• Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries.
  

• Initiate or process adjustments or performs other research as needed to resolve inquiries. Coordinate with other departments to resolve problems. Respond to, researches and/or assists with priority inquiries and special projects as required by management.
  

• Provides feedback to management regarding customer problems, questions and needs. Maintain 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.
  

• Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain 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 Will Need:

• 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.
  

What We Prefer:

• Associate Degree
  
• 3 years customer service.
  
• 1 year call center experience.
  
• Knowledge of word processing, spreadsheet, and database software.
  
• Typical office environment.
  

What We Can Do for You:

• 401(k) retirement savings plan with company match.
  
• Subsidized health plans and free vision coverage.
  
• Life insurance.
  
• Paid annual leave - the longer you work here, the more you earn.
  
• Nine paid holidays.
  
• On-site cafeterias and fitness centers in major locations.
  
• Wellness programs and healthy lifestyle premium discount.
  
• Tuition assistance.
  
• Service recognition.
  
• Incentive Plan.
  
• Merit Plan.
  
• Continuing education funds for additional certifications and certification renewal.
  

What to Expect Next:
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 a recruiter to verify resume specifics and salary requirements.
Management will be conducting interviews with those candidates who qualify, with prioritization given to those candidates who demonstrate the preferred qualifications.
We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.
Some states have required notifications. Here's more information.
Equal Employment Opportunity Statement
BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.
We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please e-mail or call 1-800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.