Bilingual Customer Service Advocate II

ourhrconnect; Augusta (GA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Subsidized health plans

401k retirement savings plan

Life Insurance

Paid Time Off (PTO)

On-site cafeterias and fitness centers

Education Assistance

Service Recognition

National discounts

Job summary

BlueCross BlueShield of South Carolina is seeking a customer service specialist for an on-site, full-time role in Augusta, GA. You will respond to telephone, written, web, or walk-in inquiries with accuracy, courtesy, and timely communication, documenting all interactions.

Responsibilities include researching inquiries, coordinating with other departments, handling high-stress situations, and assisting with training of new staff.

Qualifications

• Required Education: High School Diploma or equivalent
• Must be able to speak Spanish and English fluently
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience
• Excellent verbal and written communication skills; strong organizational abilities
• Ability to learn multiple computer systems effectively

Responsibilities

• Respond to inquiries via phone, email, web, or walk-in with accuracy and courtesy
• Research and resolve inquiries; document all interactions
• Coordinate with other departments to resolve problems and support priority inquiries
• Provide feedback and maintain records on complaints; suggest process improvements
• Assist with training of new employees and cross-training of coworkers

Skills

Bilingual (Spanish)

Customer service excellence

Research & problem-solving

Communication skills

Documentation accuracy

Education

High School Diploma or equivalent

Bachelor's Degree in lieu of work experience

Tools

Microsoft Office

Job description

Summary

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.

Description

Location: This position is a full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 2743 Perimeter Parkway, Augusta, GA 30909. Training hours (first week) are from 8am-4:30pm, after week 1, the hours will be from 8:30am-5pm (up to 5:30 depending on class lunch schedule). You will work an 8 hour shift anywhere between 8:30am-7:15pm.

What You'll Do:

• Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries.
• Initiate or processes adjustments and perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Respond, research and/or assist with priority inquiries and special projects as required by management.
• Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or reports to management as needed.
• Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain 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 The Following:

• Required Education: High School Diploma or equivalent
• Required: Must be able to speak Spanish and English fluently
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience .
• Required Skills and Abilities: 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.
• Software and Other Tools: Microsoft Office

Our Comprehensive Benefits Package Includes The Following:

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request.