BlueCross BlueShield of South Carolina · 1 day ago
Customer Service Coach
Columbia, SC
Full-time
Onsite
Mid Level
4+ years expBlueCross BlueShield of South Carolina is seeking a Customer Service Coach to enhance the performance of Customer Service Advocates. The role involves coaching, training, and developing advocates to ensure high-quality customer service and adherence to operational standards.
Financial ServicesHealth CareHealth InsuranceInsuranceMedical
Responsibilities
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
Qualification
Required
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
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
Microsoft Office
Must complete coaching certification within three months of hire
Must successfully complete required departmental training within three months of hire
Preferred
2 years-of call center experience
Part B/HHH Medicare Knowledge
Benefits
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
Company
BlueCross BlueShield of South Carolina
For more than six decades, BlueCross BlueShield of South Carolina has been part of the national landscape. Our roots are firmly embedded in the state.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
April Richardson
Vice President and Chief Operating Officer of Companion Benefit Alternative
Alli McGary
Talent Acquisition Partner
Recent News
2025-09-13
UPSTATE BUSINESS JOURNAL
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