Customer Service Coach

Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-4:30PM. This role is located at 4101 Percival Road, Columbia, SC 29229.

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. Research's all calls and loads all coaching into a data base.

• 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. Provides trending data to management in regular reports to 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 the Following:

• Required Education: High School Diploma or equivalent.

• Required Work Experience: 4 years of experience to include 3 years' customer service experience OR Bachelor's Degree in lieu of work experience.

• Required Software and Tools: Working knowledge of Microsoft Office.

• Required Skills and Abilities:

  • Skill in providing feedback, including modeling of specific behaviors and identifying action steps.

  • Strong oral and written communication skills.

  • Strong active listening and problem-solving skills.

  • Strong organizational, analytical, and customer service skills.

  • Proficient in spelling, punctuation, and grammar.

  • Basic business math proficiency.

  • Ability to recognize the presence or absence of standard service behaviors.

  • Ability to handle high stress situations.

  • Ability to handle confidential or sensitive information with discretion.

  • Ability to learn and operate multiple computer systems effectively and efficiently.

  • Ability to build and maintain professional relationships with internal and external customers through team-oriented and service conscious behavior.

  • Ability to affect a positive customer experience through first contact resolution.

• Required Licenses and Certificates:

  • 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 the Following:

• Preferred Work Experience: 2 years-of call center experience.

Our Comprehensive Benefits Package Includes the Following:

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage

• 401k retirement savings plan with company match

• Life Insurance

• Paid Time Off (PTO)

• On-site cafeterias and fitness centers in major locations

• Education Assistance

• Service Recognition

• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

What To Expect Next:

After submitting your application, our recruiting team members 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 specifics and salary requirements.

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 individuals with disabilitiesand protected 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 disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.comor call 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.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's moreinformation.

Some states have required notifications. Here's more information.