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Customer Service Advocate II

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<span><span><span><span><span><span><span><span><h1><br><span><span><span><u><b>Summary</b></u></span></span></span><br> </h1></span></span></span></span></span></span></span></span>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.<span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><h1><br><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><b><u>Description</u></b></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br> </h1></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><p><b>Location:</b> This remote position is full-time (40-hours/week) Monday-Friday. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. It may be necessary, given the business need to work occasional overtime.</p><p></p><p><b>What You’ll Do: </b></p><ul><li><p>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.</p></li><li><p>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.</p></li><li><p>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.</p></li><li><p>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.</p></li><li><p>Assist with the training of new employees and cross training of coworkers.</p></li></ul><p></p><p><b><span>To Qualify for This Position, You'll Need the Following: </span></b></p><ul><li><p><b>Required Education:</b> <span>High School Diploma or equivalent.</span></p></li><li><p><b>Required Work Experience:</b> 1 year of claims processing or customer service experience <b><u>OR</u></b> Bachelor's Degree in lieu of work experience.</p></li><li><p><b>Required Software and Tools: </b></p><ul><li><p><span>Basic computer operating skills. </span></p></li><li><p><span>Ability to operate standard office equipment.</span></p></li></ul></li><li><p><b><span>Required Skills and Abilities:</span></b></p><ul><li><p><span>Excellent verbal and written communication skills. </span></p></li><li><p><span>Proficient spelling, punctuation, and grammar. </span></p></li><li><p><span>Strong human relations and organizational skills. </span></p></li><li><p><span>Ability to handle high stress situations. </span></p></li><li><p><span>Good judgment. </span></p></li><li><p><span>Ability to handle confidential or sensitive information with discretion. </span></p></li><li><p><span>Ability to learn and operate multiple computer systems effectively and efficiently. </span></p></li></ul></li></ul><p></p><p><b>We Prefer That You Have the Following:</b></p><ul><li><p><b><span>Preferred Education:</span></b><span> Associate Degree</span></p></li><li><p><b><span>Preferred Work Experience: </span></b><span>3 years-of customer service or call center experience.</span></p></li><li><p><b><span>Preferred Software and Other Tools:</span></b><span> Knowledge of word processing, spreadsheet, and database software.</span></p></li></ul><p></p><p><b><span>Our Comprehensive Benefits Package Includes the Following:</span></b></p><p>We offer our employees great benefits and rewards.  You will be eligible to participate in the benefits the first of the month following 28 days of <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">employment.  </span></p><ul><li><p>Subsidized health plans, dental and vision coverage</p></li><li><p>401k retirement savings plan with company match</p></li><li><p>Life Insurance</p></li><li><p>Paid Time Off (PTO)</p></li><li><p>On-site cafeterias and fitness centers in major locations</p></li><li><p>Education Assistance</p></li><li><p>Service Recognition</p></li><li><p>National discounts to movies, theaters, zoos, theme parks and more</p></li></ul><p></p><p><b>What We Can Do for You: </b></p><p>We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.</p><p></p><p><b>What To Expect Next: </b></p><p>After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.</p><p></p><p></p><p></p><p><b><span><span><span><span><span><span><span><span><span><span><span><span><span><span>Equal Employment Opportunity Statement</span></span></span></span></span></span></span></span></span></span></span></span></span></span></b></p><p></p><p>BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">disabilities and</span> protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.</p><p></p><p>We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.</p><p></p><p>If you need special assistance or an accommodation while seeking employment, please email <a href="mailto:mycareer.help@bcbssc.com" target="_blank" rel="noopener noreferrer"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">mycareer.help@bcbssc.com</span></a> or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.</p><p></p><p>We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's <a href="https://www.southcarolinablues.com/web/public/resources/c4cb28a0-f717-4f26-8270-abae70243be7/Everify_EEO+2019.pdf?MOD=AJPERES&CVID=mKvY6R0" target="_blank" rel="noopener noreferrer"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">more information</span></a><a href="https://www.southcarolinablues.com/web/public/resources/c4cb28a0-f717-4f26-8270-abae70243be7/Everify_EEO+2019.pdf?MOD=AJPERES&CVID=mKvY6R0" target="_blank" rel="noopener noreferrer">.</a></p><p></p><p>Some states have required notifications. Here's <a href="https://www.southcarolinablues.com/web/public/resources/cf014797-0b05-46c2-ab33-ec3a1bf9864a/California+Notice+to+Applicants_.pdf?MOD=AJPERES&CVID=oJErh8p" target="_blank" rel="noopener noreferrer">more information</a>. </p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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