Customer Service Advocate II

Customer Service Advocate

The Customer Service Advocate is responsible for providing prompt, accurate, and courteous responses to customer inquiries, ensuring a positive customer experience. This role involves handling non-routine inquiries, performing research, and adapting responses as needed.

Key Responsibilities:

• Customer Support (60%): Respond accurately and courteously to telephone, written, web, or walk-in inquiries. Handle complex situations requiring research and adaptation. Document inquiries thoroughly.
• Problem Resolution (15%): Initiate or process adjustments and coordinate with other departments to resolve issues. Assist with priority inquiries and special projects as required.
• Feedback & Reporting (10%): Provide feedback to management regarding customer concerns and recommend process improvements. Maintain accurate records of complaints and follow through until resolution.
• Compliance & Quality (10%): Maintain knowledge of company policies and quality standards. Assist with process improvements and ensure productivity, quality, and timeliness standards are met.
• Training Support (5%): Assist in training new employees and cross-training team members.

Required Qualifications:

• Education: High School Diploma or equivalent
• Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience

Preferred Qualifications:

• Associate degree
• 3 years of customer service or call center experience

Nice-to-Have Skills:

• Prior inbound call center experience
• Healthcare or health insurance experience
• Proficiency with CRM/CSM software
• Hospitality industry experience

Soft Skills:

• Strong written and verbal communication
• Empathy and problem-solving ability
• Adaptability to handle varied tasks
• Detail-oriented and organized

Experience Level: Entry Level

Job Type & Location: This is a Contract position based out of Columbia, SC.

Pay and Benefits: The pay range for this position is $16.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type: This is a fully onsite position in Columbia, SC.

Application Deadline: This position is anticipated to close on Dec 31, 2025.

About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.