Bilingual Customer Service Advocate II

About the role

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquires may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Location: This is a full-time (40/hrs week) Monday-Friday. This is an on-site position located at 4101 Percival Rd, Columbia, SC 29229

Responsibilities

• Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
• Initiates or processes adjustments and performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds, 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.
• Assist with the training of new employees and cross training of coworkers.
• To Qualify For This Position, You'll Need:
• Required Education: High School Diploma or equivalent
• Required Language: Must be able to speak English and Spanish Fluently
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• What We Can Do for You
• You are not alone. We are here to support you
• Our comprehensive benefits package includes:
• 401(k) retirement savings plan with company match
• Subsidized health plans and free vision coverage
• Life insurance
• Paid annual leave - the longer you work here, the more you earn
• Nine paid holidays
• On-site cafeterias and fitness centers in major locations
• Wellness programs and healthy lifestyle premium discount
• Tuition assistance
• Service recognition
• What to Expect Next
• After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with a recruiter to verify resume specifics and salary requirements.
• Management will be conducting interviews with the most qualified candidates, with prioritization given to those candidates who demonstrate the preferred qualifications.
• Equal Employment Opportunity Statement
• If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.
• We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information .
• Some states have required notifications. Here's more information .

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