Customer Service Coach

Logistics:

This position is a full-time (40 hours/week) Monday-Friday. Training will be on-site at the 4101 Percival Road, Columbia, SC 29229 location. After training and evaluation from management, W@H will be an option. Employees are required to an 8-hour shift during our normal business hours.

What You'll Do:

• Performs routine audits through one-on-one sessions with Customer Service Advocates as well as silent call monitoring to ensure quality standards, member experience standards, and procedures are being followed.
• Develops and mentors Customer Service Advocates by providing guidance specific to call and workload management in order to achieve optimal performance.
• Provides necessary training to the Customer Service Advocates based on opportunities for improvement that are identified during one-on-one sessions and silent call monitoring using motivational techniques to reinforce positive behaviors.
• Identifies operational trends and communicates recommendations for training or process improvements by documenting and preparing findings for review by area management.
• Responds to complex telephone, written, web, or walk-in inquiries accurately and in a timely manner. Addresses situations with may require adaptation of response or extensive research.

To Qualify for This Position, You'll Need:

• Required Education: High School Diploma or equivalent.
• Required Work Experience: 4 years of experience to include 3 years' Customer Service experience OR Bachelor's Degree in lieu of work experience.
• Required Skills and Abilities: Skill in providing feedback, including modeling of specific behaviors and identifying action steps. Strong oral and written communication skills. Strong active listening and problem-solving skills. Strong organizational, analytical, and Customer Service skills. Proficient in spelling, punctuation, and grammar. Basic business math proficiency. Ability to recognize the presence or absence of standard service behaviors. Ability to handle high stress situations. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Ability to build and maintain professional relationships with internal and external customers through team-oriented and service conscious behavior. Ability to affect a positive customer experience through first call resolution.
• Required Software and Other Tools: Microsoft Office.
• Required Licenses and Certificates: Must complete coaching certification within three months of hire. Must successfully complete required departmental training within three months of hire.
• Work Environment: Typical office environment.

We Prefer That You Have:

• 2 years-of BCBS National Alliance work experience

Job Type: Full-time

Pay: From $17.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Gym membership
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Professional development assistance
• Tuition reimbursement

Grade levels:

• High school

Schedule:

• 8 hour shift
• Day shift

Ability to Relocate:

• Columbia, SC 29229: Relocate before starting work (Required)

Work Location: In person