Advocate, Bilingual Customer Service Phone

TEKsystems•Columbia, SC

1d•Onsite

About The Position

This role provides prompt, accurate, thorough, and courteous responses to all telephone inquiries. The position involves performing research as needed to resolve inquiries, ensuring effective customer relations by responding accurately, timely, and courteously. It also includes accurately documenting inquiries, initiating minor/clerical adjustments based on provider requests, and coordinating with other departments to resolve problems. The advocate will respond to, research, and assist with priority inquiries and special projects as required by management. Additionally, the role involves providing feedback to management regarding customer problems, questions, and needs, maintaining accurate records on complaints and/or other customer comments, and making recommendations for changes. The advocate will follow through on complaints until resolved or report to management as needed. Maintaining basic knowledge of quality work instructions and company policies, assisting with process improvements through the recommendation of changes in procedures and techniques, and maintaining all departmental productivity, quality, and timeliness standards are also key aspects. The role also requires identifying and promptly reporting or referring suspected fraudulent activities and system errors to the appropriate departments.

Requirements

High School Diploma or equivalent
None required work experience

Nice To Haves

Bilingual

Responsibilities

Provides prompt, accurate, thorough and courteous responses to all telephone inquiries.
Performs research as needed to resolve inquiries.
Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries.
Accurately documents inquiries.
Initiates minor /clerical adjustments based on provider request or processes adjustments or performs other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Responds to, researches and/or assists with priority inquiries and special projects as required by management.
Provides feedback to management regarding customer problems, questions and needs.
Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
Follows through on complaints until resolved or reports to management as needed.
Maintains basic knowledge of quality work instructions and company policies.
Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintains all departmental productivity, quality, and timeliness standards.
Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.