Summary
 

Coaches Customer Service Advocates to provide prompt, accurate, thorough and courteous responses to all complex and typically non-routine customer inquiries. Recommends training needs of individuals or teams based on observations and information obtained during coaching sessions. Develops action plans for Customer Service Advocates based on performance indicators. Suggests process improvement plans as necessary through routinely performed audits. Performs research as needed to resolve inquiries.

Description
 

Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-4:30PM. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. This position will train onsite at 4101 Percival Road, Columbia SC and there is the possibility of working remotely once performance standards are met and review of LOB Business needs.

Sponsorship: “This position is not eligible for sponsorship now or in the future.”

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 communicate 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 while addressing situations that may require adaptation of response or extensive research.

To Qualify for This Position, You Will Need:

• Required Education: High School Diploma or equivalent.
• Required Experience: Four years of experience to include three years of customer service experience OR an undergraduate degree in lieu of 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 the required departmental training within three months of hire.

We Prefer That You Have the Following:  

• 2 years of call center experience

Our Comprehensive Benefits Package Includes the Following:

We offer our employees great benefits and rewards.  You will be eligible to participate in the benefits for the first of the month following 28 days of employment.  

• Subsidized health plans, dental and vision coverage
• 401K retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Wellness program and healthy lifestyle premium discount
• Tuition assistance
• Service recognition
• Employee Assistance
• Discounts to movies, theaters, zoos, theme parks and more

What We can Do for You:

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.

What to Expect Next:

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.

Management will conduct interviews with those candidates who qualify, with prioritization given to those candidates who demonstrate the required qualification

Equal Employment Opportunity Statement

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 disabilities and 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.

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.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com 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.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information.

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