Title: Customer Service Advocate II Location: Columbia, SC, 29229 Time: 8 am to 4:30 pm Duration: 12 months assignment (Contract to perm)
Note:
No interviews - Selected based of resume experience.
If made permanent & meeting departmental standards, then option to work from home.
Equipment will be provided.
Preferred skills: communication, problem solving, active listening. communication, leadership, adaptable, patience.
The primary responsibility will be handling customer service calls from providers and members.
Duties:
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.
•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% 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: Required 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.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $15.50/hr.
