Summary
 

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.

Description
 

Location:

This is a full-time position working (40-hours/week) Monday-Friday 8:00am – 5:00pm working on-site at Clemson Rd. Columbia SC, in an office environment.

Position Purpose:

This position handles both routine and non-routine inquiries, requiring flexibility to deviate from standard procedures, screens, and scripts when necessary. The role involves conducting research to resolve complex inquiries, ensuring that customers receive thorough and effective solutions.

What You'll Do:

• 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.

• Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management.

• 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.

• 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.

• Assist with the training of new employees and cross training of coworkers.

To Qualify for This Position, You'll Need:

• Required 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.

• 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.

What we Prefer you to have:

• Preferred Education: Associate Degree

• Preferred Work Experience: 3 years-of customer service or call center experience.

• Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.

What We Can Do for You:

Our comprehensive benefits package includes the following:

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

• Subsidized health plans, dental and