Customer Service Advocate

Title: Customer Service Advocate I Location: SC, 29229 Note: Training Will Be Approximately 6 Weeks. Onsite Position Only PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides prompt, accurate, thorough and courteous responses to all customer inquiries.
• Performs research as needed to resolve inquiries.
• 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
• 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.
• 5% 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% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.