Bilingual Customer Service Advocate II

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

The Bilingual Customer Service Advocate II supports customers in English and Spanish by responding accurately, promptly, and courteously to inquiries received by telephone, in writing, on the web, or in person. The position may require adapting responses, conducting extensive research, processing adjustments, and coordinating with other departments to resolve issues. The advocate documents inquiries and complaints, follows complaints through to resolution, and shares customer feedback and recommendations with management. The role also involves maintaining knowledge of quality work instructions and company policies, recommending process improvements, meeting departmental productivity, quality, and timeliness standards, and assisting with new employee training and coworker cross-training. This is a full-time, on-site position at 4101 Percival Rd, Columbia, SC 29229, with a Monday–Friday schedule of 40 hours per week.

Requirements

High school diploma or equivalent.
Fluency in English and Spanish.
One year of claims processing or customer service experience, or a bachelor's degree in lieu of work experience.
Excellent verbal and written communication skills.
Proficient spelling, punctuation, and grammar.
Strong human relations and organizational skills.
Ability to handle high-stress situations and exercise good judgment.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.

Responsibilities

Respond accurately, timely, and courteously to telephone, written, web, and walk-in customer inquiries.
Adapt responses and conduct research as needed to address customer situations.
Accurately document inquiries.
Initiate or process adjustments and conduct other research to resolve inquiries.
Coordinate with other departments to resolve customer 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, recommend changes to management, and follow complaints through to resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes in procedures and techniques to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Assist with training new employees and cross-training coworkers.