Customer Service Advocate II

Job Title

Max Pay Rate - $18.50/hr

Contract to hire onsite position. Manager will conduct panel interviews onsite at 4101 Percival Road Columbia, SC on 8/27 & 8/28 9/28 start dateNO ALTERNATE START DATE IS AVAILABLE. Training will be for 6-8 weeks (Monday- Friday 8:00-4:30). After training (Monday- Friday 9:30am-6:00pm; 10:30am-7:00pm or 11am-8pm). Schedules will be assigned based on business needs. No time can be missed during the training period.

Needed requirements/experience- call center, customer service, computer knowledge, Microsoft office, critical thinking skills. Must be able to quickly navigate computer systems and able to type a minimum of 35-40 WPM.

Job Description

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.

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

Work Environment: Typical office environment. 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. Preferred Education: Associate Degree Preferred Work Experience: 3 years-of customer service or call center experience.

EEO Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.