Bilingual Customer Service Advocate II

Job Opportunity

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. 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.

Responsibilities

• Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research 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.

Required Skills and Abilities

• Answers telephones, Diagnoses problems, Explains benefits, procedures, etc Informs stakeholders, Listens actively, Understands a second language

Required Software and Tools

• Microsoft Office

Education

• Required Education Level and Degree Type: High School Diploma or equivalent
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience. Spanish Speaking and Spanish writing

Experience

• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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