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    Customer service advocate - Columbia, United States - US Tech Solutions, Inc.

    US Tech Solutions, Inc.
    US Tech Solutions, Inc. Columbia, United States

    2 weeks ago

    US Tech Solutions Inc. background
    Description

    Job Title: Customer service advocate

    Location: Columbia SC 29203

    Duration: 3+ months (With Possible Extension)

    Job Description:

    • Contract to hire

    Onsite Position will have an option to work remotely.

    • Will make candidate selections from resume review.
    • PAI administers various insurance products for sponsoring employers.
    • Employees following call center steps to research and resolve all incoming calls.
    • Typical calls include questions regarding eligibility, benefit and claim information outlined in the group plan.
    • This call center does not handle sales or commission type calls.
    • No Outbound Calls will be required unless the employee is returning a call to address follow up topics.
    • Working remotely would require dedicated quiet workspace and access to high-speed internet (Employee is responsible for their own internet).
    • Wireless Internet is not acceptable,computer must be plugged or hardwired into Internet modem. PAI would provide the Work from Home equipment (Computer/Mouse/Keyboard/Monitor/Headset) to be used for work related activities only.
    • Initial Training would be 4 weeks on a schedule of 8:30-5. Mon-Friday. After training has ended the employee will be provided their regular work schedule 11:30am-8pm (full time hours)
    • Employee should not miss any time during the training schedule.
    • The hours are not negotiable. If the associate cannot work the assigned schedule after training is over, they should not apply for this position.
    • After training Advocates are required to work 1 hour extra on Monday and Tuesday for mandatory overtime.
    • Additional voluntary overtime is allowed within PAI's operational hours unless workload limits the need for overtime.

    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.
    • 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, researches 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.

    Experience:

    • None, Preferred Work Experience: 2 years-of customer service or call center experience.

    Skills:

    • 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.

    Education:

    • High School Diploma or equivalent Required
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