Title: Customer Service Advocate II
Location: Columbia, South Carolina 29229
Duration: 3 months (contract to hire) onsite 
Time: Monday-Friday, 8am-8pm (schedules will be assigned at the training completion)
Training – 6-8 weeks onsite position only 
OT to be expected


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.

  

 


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: $18.00/hr.