Title: Customer Service Advocate I

Location: Percival Rd, Columbia, SC 29229 (Work Onsite)

Duration: 9 months contract with potential extension

Target Start Date (based on successful onboarding completion): 07/01/2024

Shift: 9:00 AM - 6:00 PM EST Monday - Friday (40 HRS/Week)

Job Description:

• Provides prompt, accurate, thorough, and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.
• 65% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written web, or walk-in inquiries. Accurately documents inquiries.
• 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Respond to, research, and/or assist 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 management changes. Follows through on complaints until resolved or reports to management as needed.
• 5% 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% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Required Skills/Experience/Education:

• 2 years of RECENT Call Center Representative/Customer Service Experience
• Proficient in Microsoft Office, computer-savvy skills, and ability to learn and operate multiple computer systems effectively and efficiently. Basic computer operating skills. Knowledge of word processing, spreadsheet, and database software.
• Excellent verbal and written communication skills. Strong human relations and organizational skills. Ability to handle high-stress situations. Good judgment skills. Strong customer service skills.
• High School Diploma or GED required.

Job Type: Contract

Pay: $15.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekends as needed

Application Question(s):

• Can you provide a copy of your proof of education?
• Can you provide a copy of your proof of employment in the last 7 years?

Experience:

• Call Center/Customer Service: 2 years (Required)

Ability to Commute:

• Columbia, SC 29229 (Required)

Work Location: In person