Customer Service Advocate II - US Tech Solutions, Inc.

Job Description:

• 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. 

Job Responsibilities:

• 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.
• 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.
•  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.
• 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.
• 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.
• Assist with the training of new employees and cross training of coworkers. 

Skills:
Required Skills and Abilities: Ability to learn and operate multiple computer systems effectively and efficiently.
 
Required Software and Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment. 
 
Education:
Required Education Level and Degree Type:  High School Diploma or equivalent.
Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.