Bilingual Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

10d•Remote

About The Position

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries. Description Location: This is a full-time position (40hrs/week) Monday-Friday. This is a remote position but will require on-site training for 6 weeks, located on-site at 4101 Percival Rd, Columbia, SC 29229 You’ll Do: Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries. Initiate or processes adjustments and perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Respond, research and/or assist with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or reports to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assist 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 reports 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 Skills and Abilities: 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 Tools: Basic computer operating skills.
Standard office equipment.

Nice To Haves

Preferred Education : Associate Degree
Preferred Work Experience: 2 years-of customer service or call center experience.
Preferred Software and Other Tools : Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
Handle situations which may require adaptation of response or extensive research.
Accurately documents inquiries.
Initiate or processes adjustments and perform other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Respond, research and/or assist with priority inquiries and special projects as required by management.
Provide feedback to management regarding customer problems, questions and needs.
Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management.
Follow through on complaints until resolved or reports to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Assist 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 reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.