Bilingual Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

4d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Description Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 4101 Percival Rd, Columbia, SC 29229 What You’ll Do: Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries. Initiate or processes adjustments or performs other research as needed to resolve inquiries. Coordinate with other departments to resolve problems. Respond to, research and/or assists with priority inquiries and special projects as required by management Provide feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for change to management. Follow through on complaints until resolved or reports to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards. Identify and promptly report and/or refers suspected fraudulent activities and system errors to the appropriate departments

Requirements

Required Education: High School Diploma or equivalent
Required: Must be able to speak Spanish and English fluently
Required Work Experience: None
Excellent verbal and written communication skills.
Strong human relations and organizational skills.
Ability to handle high stress situations.
Good judgment skills.
Strong customer service skills.
Ability to learn and operate multiple computer systems effectively and efficiently.
Required Software and Other Tools: Basic computer operating skills.
Standard office equipment

Responsibilities

Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
Accurately documents inquiries.
Initiate or processes adjustments or performs other research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research and/or assists with priority inquiries and special projects as required by management
Provide feedback to management regarding customer problems, questions and needs.
Maintains accurate records on complaints and/or other customer comments, and makes recommendations for change to management.
Follow through on complaints until resolved or reports to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintain all departmental productivity, quality, and timeliness standards.
Identify and promptly report and/or refers suspected fraudulent activities and system errors to the appropriate departments