Bilingual Call Center Representative

This is a fully remote position, open to applicants in Puerto Rico.

📋 Description

• Respond to incoming phone calls, digital inquiries, or written communications from Medicare members.

• Ensure each call is addressed with a suitable resolution or a clear path to resolution while delivering an exceptional call experience.

• Manage 20 to 35 inbound calls daily from Medicare members, emphasizing high-quality service and achieving one-call resolution.

• Accurately document the details of inquiries, comments or complaints, transactions, or interactions, and take appropriate actions as necessary.

• Escalate any unresolved or pending customer complaints.

• Operate with minimal supervision within established parameters to define work expectations and quality standards, allowing some flexibility in prioritization and timing.

• Adhere to standard policies and practices that provide opportunities for interpretation, deviation, and independent judgment.

• Possess strong emotional intelligence to proactively offer solutions, ensuring the highest level of health and safety for members.

⛳️ Requirements

• Must currently reside in the Commonwealth of Puerto Rico.

• Fully bilingual in English and Spanish, with the ability to speak, read, and write in both languages fluently and without assistance.

• A minimum of 1 year of customer service experience.

• Proven track record of delivering excellent customer service, utilizing effective communication skills and a keen attention to detail while actively listening to customer needs.

• Previous experience in managing multiple or competing priorities, including the ability to use various computer applications and systems simultaneously.

• Proficient in Microsoft Office applications, especially Outlook and Teams.

• Capability to maintain a professional demeanor while upholding strict confidentiality for all sensitive information.

• Demonstrated initiative with the ability to quickly adapt to change and show empathy.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Volunteer time off.

• Paid parental and caregiver leave.

• Short-term and long-term disability.

• Life insurance.

• Additional opportunities.