Bilingual Customer Service Advocate II
About The Position
Provides prompt, accurate, thorough, and courteous responses to customer inquiries, including non-routine inquiries that may require adapting standard screens, scripts, and procedures. Researches inquiries as needed to resolve them. This is a full-time, 40-hour-per-week, Monday–Friday, on-site position at 4101 Percival Rd, Columbia, SC 29229. The advocate handles customer inquiries by telephone, in writing, on the web, or in person; documents inquiries accurately; processes adjustments; and coordinates with other departments to resolve problems. The role also supports priority inquiries and special projects, provides feedback and recommendations to management, follows complaints through resolution, maintains knowledge of quality work instructions and company policies, recommends process improvements, meets departmental productivity, quality, and timeliness standards, and assists with training and cross-training.
Requirements
- High school diploma or equivalent.
- Fluency in both 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.
- 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, promptly, and courteously to telephone, written, web, and walk-in customer inquiries.
- Adapt responses and conduct extensive research when handling non-routine situations; document inquiries accurately.
- Initiate or process adjustments and perform research needed 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 resolution 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.
- Assist with training new employees and cross-training coworkers.
Benefits
- 401(k) retirement savings plan with company match.
- Subsidized health plans.
- Free vision coverage.
- Life insurance.
- Paid annual leave, with leave increasing with tenure.
- Nine paid holidays.
- On-site cafeterias and fitness centers in major locations.
- Wellness programs and a healthy lifestyle premium discount.
- Tuition assistance.
- Service recognition.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
