Bilingual Customer Service Phone Advocate

BlueCross BlueShield of South Carolina•Florence, SC

3d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to telephone inquiries, conducting research as needed to resolve them. The position is full-time, 40 hours per week, Monday through Friday, in a typical office environment and is located on-site at 200 North Dozier Blvd, Florence, SC 29501. The advocate responds to customer inquiries by telephone, in writing, online, or in person; documents inquiries; processes adjustments; researches and coordinates resolutions; and follows up on complaints. The role also maintains customer feedback records, shares customer problems and needs with management, recommends procedural improvements, maintains knowledge of quality instructions and company policies, and helps train new employees and cross-train coworkers. Employees are expected to meet departmental productivity, quality, and timeliness standards. The employer describes a comprehensive benefits package, with eligibility beginning the first of the month following 28 days of employment. The company also states its commitment to a diverse and inclusive workplace, equal employment opportunity, and reasonable accommodations.

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, adapting responses or conducting extensive research when needed.
Accurately document inquiries.
Initiate or process adjustments and conduct research to resolve 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, 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 technical changes to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Assist with training new employees and cross-training coworkers.