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.