Title: Customer Service Advocate  
Location: Florence, South Carolina, 29229
Duration: 3 months assignment (Possibility of extension)
Work schedule: Monday through Friday, anywhere between 8:00 am - 6:00 pm

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, research 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 centre 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: $13.50/hr.