Title: Customer Service Advocate II
Location: 29229, Columbia, South Carolina ( Onsite Interview)
Duration: 3 Months (Contract to Permanent based on business requirement)
Training will be for 6 weeks (Monday- Friday 8:00-4:30)
After Training (Monday- Friday 9:30am-6:00pm; 10:30am-7:00pm or 11am-8pm)

Duties & Responsibilities

• 60% – Provide prompt, accurate, thorough, and courteous responses to all customer inquiries via telephone, written communication, web, or walk-in.

  • Handle non-routine inquiries requiring deviation from standard scripts and procedures.

  • Conduct research as needed and accurately document all inquiries.

• 15% – Initiate or process adjustments and perform research to resolve inquiries.

  • Coordinate with other departments to resolve issues.

  • Respond to and assist with priority inquiries and special projects as assigned by management.

• 10% – Provide feedback to management regarding customer concerns, problems, and needs.

  • Maintain accurate records of complaints and customer comments.

  • Recommend changes and ensure follow-up until issues are resolved.

• 10% – Maintain knowledge of quality work instructions and company policies.

  • Assist with process improvement by recommending procedural changes.

  • Meet departmental productivity, quality, and timeliness standards.

• 5% – Support training of new employees and cross-training of team members.

Skills & Abilities

• Excellent verbal and written communication skills.

• Strong spelling, punctuation, and grammar proficiency.

• Strong human relations and organizational skills.

• Ability to manage high-stress situations and exercise sound judgment.

• Discretion in handling confidential or sensitive information.

• Ability to efficiently learn and operate multiple computer systems.

Required Software & Tools:

• Basic computer skills

• Standard office equipment

Preferred Software & Tools:

• Knowledge of word processing, spreadsheets, and database software

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Work Environment

• Typical office environment

Education & Experience

• Required:

  • High School Diploma or equivalent, and 1 year of claims processing or customer service experience

  • OR Bachelor’s Degree in lieu of work experience

• Preferred:

  • Associate Degree

  • 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: $ 18.50/hr.