How To Land a CSA Job

June 14, 2024

Lady Butler-Powell started working for BlueCross BlueShield of South Carolina in a temporary customer service position. That was five years ago. Now Butler-Powell is a corporate recruiter hiring for these roles. 

“I have a communications degree. I did not think I would be in HR, but I’m happy I am. I found my calling and being a customer service advocate (CSA) literally helped me get here,” she says. 

CSA positions are important for BlueCross. These roles are most often the first point-of-contact for our members. 

Butler-Powell shares more about what these positions are and what hiring managers are looking for when filling these jobs. 

What is a CSA? 

These positions can vary depending on the department. The everyday job duties can be different depending on what area of the company you work in. 

In this position, you will be on the frontline dealing with members or providers. You will help with questions and finding resolutions. Many of these jobs are in call centers where you will answer phones. Some are online handling web inquiries. 

What are you looking for when you hire these roles? 

Ideally, we are looking for someone with customer service experience. This depends on the department and the hiring manager. For a CSA I position, it can be retail experience. These are mostly entry-level jobs. 

For CSA II positions, we are looking for someone who has previous call center experience and has worked in a fast-paced environment before. Some areas look for people with claims experience. 

The most important thing is we want to find people who are teachable and eager to learn.

Is there on-the-job training? 

For most of the positions I recruit for, there is about six to eight weeks of training. There is also job shadowing in some areas. 

Besides experience, what are you looking for in an application? 

I look for someone who has a strong resume. It doesn’t necessarily have to be work experience. I  look at the other activities and groups someone has participated in. The important thing is how their experience is presented. Highlighting the skills picked up in each job is important. (Find more tips from our recruiter on our blog.)

Does someone need a college degree for these jobs? 

Mostly these jobs require a high school diploma or GED equivalent. Some CSA III positions that are hiring internally require previous experience or a college degree without any experience. 

After the resume, what are you looking for in an interview? 

In conversation with the candidate, I am looking for someone who is comfortable working in a fast-paced environment and embraces change. Being adaptable is key. The other important thing is computer proficiency. These roles require you to work on multiple monitors or in multiple systems. 

What is the work environment like? 

It is different in every location. Many of these roles work in cubicles. They will have close access to supervisors and team members. 

These roles are very structured. They require you to be at your desk and on the phone. You must be available and ready to take calls. 

How frequently are you hiring for these roles? 

We are consistently hiring for these positions. We expect more positions available this year as well.  

Why should someone consider one of these roles?

It is a great entry-level opportunity. After you’ve been in the role for one year, you can branch out to other departments and continue your career. Internal promotions are very common within the company. BlueCross has a number of professional development programs such as Aspiring Leaders program, which is available to help with individuals prepare for leadership positions. 

What are some of the benefits? 

BlueCross offers competitive benefits that include health insurance and paid time off. Our signature wellness program, Get in the Habit, allows employees to earn extra paid time off for being physically active. There are plenty of benefits to working with us. 

There is a tuition reimbursement program. This is a good opportunity for someone who wants to go to college or further their education.

What are the hours and other job requirements? 

For full-time CSA positions, it requires 40 hours a week in eight-hour shifts. Generally, those shifts are between 8 a.m. and 8 p.m. Monday through Friday. 

Where are these jobs located? 

We hire CSAs in several locations such as Columbia, Florence and Myrtle Beach. In Myrtle Beach, most positions start with training on-site with an opportunity to work remotely based on performance. 

What else should people know about being a CSA? 

If you are driven and want to grow within the company, the opportunity is available. You don’t have to stay within Customer Service. You can branch out into other areas of the business. 

Aim for what interests you. Network with other employees. If you are  unsure of what you want to focus on, explore our career site for opportunities. There is something for everyone.

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