Bilingual Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

10h•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, conducting research as needed to resolve them. This full-time, on-site role is based at 17 Technology Circle, Columbia, SC 29203, in a typical office environment. The schedule is Monday through Thursday, 8:30 a.m. to 5:00 p.m., with mandatory Friday meetings from 7:45 a.m. to 5:00 p.m. The position handles telephone, written, web, and walk-in inquiries; documents and researches customer issues; coordinates with other departments; and follows complaints through resolution. The advocate also maintains records, shares customer feedback with management, supports process improvements, and meets departmental productivity, quality, and timeliness standards.

Requirements

High school diploma or equivalent.
Fluency in both Spanish and English.
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.
Basic computer operating skills.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in inquiries.
Accurately document customer inquiries.
Initiate or process adjustments and perform research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback regarding customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, and recommend changes to management.
Follow complaints through to resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes to procedures and techniques discovered during daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to the appropriate departments.