Bilingual Customer Service Advocate II

About the role

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Location: On‑site at 2743 Perimeter Parkway, Augusta, GA 30909. Full‑time (40‑hours/week) Monday‑Friday in a typical office environment.

Responsibilities

• 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 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.

Requirements

• High School Diploma or equivalent
• Fluent in Spanish and English
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience

Skills

• 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
• Proficient with Microsoft Office

Benefits

• 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

Benefits are effective the first of the month following 28 days of employment.

Schedule

• Full‑time, 40 hours/week, Monday‑Friday
• Training hours (first week): 8 am‑4:30 pm
• After week 1: 8:30 am‑5:00 pm (up to 5:30 pm depending on class lunch schedule)
• Regular shift: 8‑hour shift anywhere between 8:30 am‑7:15 pm