Bilingual Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, researching issues as needed to resolve them. This is a full-time, 40-hour-per-week, on-site position in a typical office environment at 17 Technology Circle, Columbia, SC 29203. 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 role responds to telephone, written, web, and walk-in inquiries; documents inquiries; researches and processes adjustments; and coordinates with other departments to resolve problems. It also handles priority inquiries and special projects as assigned, provides management with customer feedback and recommendations, follows complaints through resolution, supports process improvements, maintains departmental standards, and reports suspected fraud or system errors to appropriate departments.

Requirements

High school diploma or equivalent.
Fluency in 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.
No prior work experience required.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in customer inquiries, and document those inquiries.
Initiate or process adjustments and conduct research to resolve customer 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 about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, and recommend changes to management.
Follow through on complaints until resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural and technique changes discovered during daily operations to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.