Customer Service Advocate II

Title : Customer Service Advocate II

Location : Columbia, South Carolina 29229

Duration : 3 months (contract to hire) onsite

Time : Monday-Friday, 8am-8pm (schedules will be assigned at the training completion)

Training - 6-8 weeks onsite position only

OT to be expected

Interview : Oniste

Duties :

• Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries.
• Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures.
• Performs research as needed to resolve inquiries.
• 65% Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research.
• Maintain all departmental productivity, quality and timeliness standards.
• 15% Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
• Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
• Coordinate with other departments to resolve problems.
• 10% Provide feedback to management regarding customer issues.
• Maintain accurate records concerning issues.
• Follow through on complaints until resolved or report to management as needed.
• 5% Maintain knowledge of procedures and policies.
• Assist with process improvements by recommending improvements in procedures and policies.
• 5% Assist with the training of new employees and cross training of coworkers.

Skills :

Required Skills and Abilities :

Education :