Customer Service Advocate III # 26-17186
Job Description
Provide exceptional customer service while coordinating with departments to resolve complex inquiries.
Job Title
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.
Experience
2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.
Preferred Education: Associate Degree-Any Major Preferred Work Experience: 3 Years-Customer service or claims processing experience.
Required Skills and Abilities
- Strong oral and written communication skills.
- Proficient in spelling, punctuation, and grammar.
- Strong organizational, analytical, and customer service skills.
- Ability to handle high stress situations.
- Basic business math proficiency.
- Ability to handle confidential or sensitive information with discretion.
- Ability to learn and operate multiple computer systems effectively and efficiently.
Required Software and Other Tools
- Microsoft Office.
Preferred Skills and Abilities
- Ability to persuade, negotiate or influence.
Preferred Software and Other Tools
- Knowledge of database software.
- Work Environment: Typical office environment.
Education
Required Education: High School or GED
About US Tech Solutions
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement
By applying, you acknowledge that AI-assisted tools may be used during hiring.
Provide prompt, accurate, thorough and courteous responses to complex customer inquiries, Perform research to resolve inquiries, Maintain departmental productivity, quality and timeliness standards, Initiate corrective actions or process adjustments to resolve inquiries and prevent future issues, Assist with training of new employees and cross training of coworkers
