Customer Service Advocate Ii

Immediate need for a talented Customer Service Advocate II. This is a 06+ months Contract opportunity with long-term potential and is located in Columbia, SC (Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID: 23-50780
Pay Range: $16/hr for English & $18/hr for Bilingual. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location)
Key Responsibilities:

• 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, researches 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.

Key Requirements and Technology Experience:

• 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.
• Basic computer operating skills. Standard office equipment.
• Knowledge of word processing, spreadsheet, and database software.
• Typical office environment.
• High School Diploma or equivalent
• 1 year of claims processing or Customer Service experience OR Bachelor's Degree in lieu of work experience.
• Associate Degree Preferred
• 3 years-of Customer Service or call center experience.
• Prior experience in inbound call-center
• Prior healthcare/health insurance experience
• Proficiency with call-center/Customer Service software/applications (CRM’s, CSM’s, etc)
• Prior experience in hospitality industry (hotels, food and beverage, etc)

Our client is a leading Insurance industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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