Customer Service Coach
- BlueCross BlueShield of South Carolina
- Columbia, SC
- Full Time
- About 1 month ago
Salary
N/A
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Job Description
Summary
Coaches Customer Service Advocates to provide prompt, accurate, thorough and courteous responses to all complex and typically non-routine customer inquiries. Recommends training needs of individuals or teams based on observations and information obtained during coaching sessions. Develops action plans for Customer Service Advocates based on performance indicators. Suggests process improvement plans as necessary through routinely performed audits. Performs research as needed to resolve inquiries. Description
Position Purpose:
This role coaches and train Customer Service Advocates to provide prompt, accurate, thorough and courteous responses to all complex and typically non-routine customer inquiries. Recommends training needs of individuals or teams based on observations and information obtained during coaching sessions. Develops action plans for Customer Service Advocates based on performance indicators. Suggests process improvement plans as necessary through routinely performed audits. Performs research as needed to resolve inquiries.
Logistics:
This position is full-time (40 hours/week) Monday – Friday in a typical office environment. The work hours for this position will be between 8:00 AM EST and 4:30 PM EST. This role is located at 4101 Percival Rd in Columbia, SC.
What You'll Do:
- Performs routine audits through one-on-one sessions with Customer Service Advocates as well as silent call monitoring to ensure quality standards, member experience standards, and procedures are being followed.
- Develops and mentors Customer Service Advocates by providing guidance specific to call and workload management in order to achieve optimal performance.
- Provides necessary training to the Customer Service Advocates based on opportunities for improvement that are identified during one-on-one sessions and silent call monitoring using motivational techniques to reinforce positive behaviors.
- Identifies operational trends and communicates recommendations for training or process improvements by documenting and preparing findings for review by area management.
- Responds to complex telephone, written, web, or walk-in inquiries accurately and in a timely manner. Addresses situations with may require adaptation of response or extensive research.
To Qualify for This Position, You'll Need:
- High School diploma or equivalent
- 4 years of experience to include 3 years' customer service experience OR Bachelor's degree in lieu of work experience.
- One year of formal training experience to include creating training and desk procedures.
- Answers telephones
- Navigates systems
- Diagnoses problems
- Explains benefits, procedures, etc.
- Informs stakeholders
- Listens actively
- Must complete coaching certification within three months of hire
- Must successfully complete required departmental training within three months of hire
We Prefer That You Have:
- Medical and pharmacy knowledge.
- OPTUM knowledge.
- Team lead experience.
- Claims experience.
What We Can Do for You:
Our comprehensive benefits package includes:
- 401(k) retirement savings plan with company match.
- Subsidized health plans and free vision coverage.
- Life insurance.
- Paid annual leave – the longer you work here, the more you earn.
- Nine paid holidays.
- On-site cafeteria and fitness centers in major locations.
- Wellness programs and a healthy lifestyle premium discount.
- Tuition assistance.
- Service recognition.
What to Expect Next:
After submitting your application, our recruiting team will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume and salary requirements.
Management will be conducting interviews with the most qualified candidates, with prioritization given to those candidates who demonstrate the preferred qualifications.
We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.
Some states have required notifications. Here's
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.
Equal Employment Opportunity Statement
BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.
We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please e-mail [email protected] or call 1-800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.
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