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Customer Service Advocate II

3 months ago

Columbia, United States ASK Consulting Full time
Job DescriptionJob Description

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

 

Job Title: Customer Service Advocate II 

Location: Columbia SC 29229

Duration:06 months Contract to hire

Pay Range is $17/hr. to 18/hr. on W2 

Job Description :

  • 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:

  • 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. 

Education:

  • Required Education: High School Diploma or equivalent Required 
  • Work 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.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.