Title: Customer Service Advocate II
Location: Columbia, South Carolina 29229
Duration: 3 months (contract to hire) onsite
Time: Monday-Friday, 8am-6pm (schedules will be assigned at the training completion)
Training - (MONDAY-FRIDAY, 8 AM-4:30 PM) 8 WEEKS (4 WEEKS CLASSROOM AND 4 WEEKS HANDS-ON)

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.

Customer Service Advocate II at Spectraforce Technologies

Job Description

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