Bilingual Customer Service Phone Advocate

Summary

Provides prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries.

This position is full-time (40 hours/week), Monday-Friday, in a typical office environment at 200 North Dozier Blvd, Florence, SC 29501.

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk‑in inquiries. Handle situations requiring adaptation of responses or extensive research. Accurately document inquiries. Initiate or process adjustments and perform other research as needed to resolve inquiries. Coordinate 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 report 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.

High School Diploma or equivalent.

Must be able to speak Spanish and English. One year of claims processing or customer service experience OR 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.

• Subsidized health plans, dental and vision coverage
• 401(k) retirement savings plan with company match
• Life insurance
• Paid Time Off (PTO)
• On‑site cafeterias and fitness centers
• Education assistance
• Service recognition
• National discounts to movies, theaters, zoos, theme parks and more

Blue Cross Blue Shield 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  or call , 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.