Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina …and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Job Title: Customer Service Advocate II

Position Details:

• MAX PAY RATE: $16.00/hour
• ONSITE POSITION ONLY - MUST BE A LOCAL CANDIDATE TO BE CONSIDERED
• WORK SCHEDULE: MONDAY-FRIDAY, 8 AM - 4:30 PM (8-hour shifts)
• MANAGER WILL CONDUCT ONSITE INTERVIEWS at 4101 Percival Road; Columbia, SC 29229
• CONTRACT TO HIRE 
• TRAINING WILL BE APPROXIMATELY 6 WEEKS

PREFERRED/NICE TO HAVE skill sets/qualities:  

• Prior experience in inbound call center. Prior healthcare/health insurance experience. 
• Proficiency with call-center/customer service software/applications (CRM’s, CSM’s, etc.)
• Prior experience in hospitality industry (hotels, food and beverage, etc.)
   

A typical day would like in this role:  

• Our Customer Service Advocates spend their days partnering with our customers and taking a holistic approach to address their concerns and solve any problems they encounter completely and proactively. Customer Service Advocates are empowered to use many tools to achieve this goal and can walk our customers through the details of their benefit plan, claims processes, and their rights as customers of our plan. Additionally, our Customer Service Advocates can leverage a wide array of value-added benefits available to our customers to ensure that their customer experience is positive and – most importantly – easy. During a typical day, a Customer Service Advocate may assist one customer with scheduling a doctor appointment, another with appealing a claim denial, another with explaining how their chiropractic benefits work, and another navigate all of the tools available to them to help manage their recent diabetes diagnosis.

Required Soft Skills:

• Conflict resolution, time management, positive attitude, teamwork, and adaptability.

About our team:

Our Customer Service team is composed of Dedicated and skilled professional who excel in delivering exceptional support. They possess a strong blend of effective communication, empathy, and problem-solving abilities ensuring that each client interaction is handled with care and precision. Our team’s adaptability and positive attitude enable them to thrive in dynamic environments, consistently exceeding customer expectations and fostering a positive team environment. Our customers are group leaders, agents, and some members.

Duties:

• 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, research 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:

• Required Education: High School Diploma or equivalent.
• Preferred Education: Associate Degree.
• Required Work Experience: 1 year of claims processing OR customer service experience OR Bachelor's Degree in lieu of work experience.
• Preferred Work Experience: 3 years-of customer service or call center experience.
• 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.
• Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.
• Standard office equipment.
• Work Environment: Typical office environment.

This is the pay range that Magnit reasonably expects to pay someone for this position is $12.00/hour - $16.00/hour. Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. 

Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty. If you're ready to join in a diverse company with secure, community roots and an innovative future, apply for a position now!