Bilingual Customer Service Phone Advocate

BlueCross BlueShield of South Carolina•Florence, SC

2d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries by telephone and other channels. The advocate researches and documents inquiries, processes adjustments, coordinates with other departments to resolve problems, and follows complaints through resolution. The position also supports priority inquiries and special projects, shares customer feedback with management, maintains knowledge of work instructions and company policies, recommends process improvements, meets departmental productivity, quality, and timeliness standards, and assists with training and cross-training. This is a full-time, 40-hour-per-week, on-site position at 200 North Dozier Blvd, Florence, SC 29501, with a Monday–Friday schedule in a typical office environment. Benefits eligibility begins on the first of the month following 28 days of employment.

Requirements

High school diploma or equivalent.
Ability to speak Spanish and English.
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 inquiries.
Adapt responses or conduct extensive research when needed to resolve inquiries.
Accurately document inquiries; initiate or process adjustments and conduct other research as needed.
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, and recommend changes to management.
Follow complaints through to resolution or escalate them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural and technique changes identified through daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Assist with training new employees and cross-training coworkers.