Bilingual Contact Center Representative – IHA Scheduling Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Making or receiving calls from members to schedule appointments for their no-cost In-home Health Assessments.

• Understanding and addressing customer needs, complaints, or other service-related issues.

• Responding to callers efficiently and accurately, providing possible solutions, and ensuring customers feel valued and supported.

• Actively listening to callers, confirming or clarifying information, and de-escalating situations with upset clients when necessary.

• Establishing long-lasting relationships with customers and fellow call center team members based on trust and dependability.

• Appropriately utilizing software, databases, scripts, and tools.

• Comprehending and striving to achieve or surpass call center metrics while delivering exceptional and consistent customer service.

• Making product or service recommendations that better align with client needs.

• Participating in training and other educational opportunities to enhance knowledge of the company and position.

• Being available for on-camera meetings as required.

• Complying with all company policies and procedures.

• Performing additional ad-hoc tasks as assigned by the Call Center Supervisor.

⛳️ Requirements

• Bilingual proficiency in English and Spanish is essential for this role, as the representative will engage with a diverse customer base in both languages.

• Outgoing personality with a sales-oriented approach.

• A solid work history demonstrating any recognition or promotions received.

• Ability to excel in a fast-paced, dynamic environment while multitasking on the system and communicating with customers via phone.

• Experience in customer service or a related field is advantageous.

• Capacity to collaborate effectively and be a team player.

• Proficiency in various software applications and data entry, including MS Office.

• Typing speed of 40 WPM is required; 60 WPM is preferred.

• Strong communication and time management skills.

• Exceptional ability to exhibit customer empathy and forge connections, along with excellent diplomatic skills.

• Problem-solving skills, with the ability to multitask, think creatively, and escalate issues and ideas for resolution.

• Integrity and honesty in all interactions.

🏝️ Benefits

• Opportunities for professional growth and development.

• Supportive and collaborative work environment.

• Competitive compensation and benefits package.