Bilingual Customer Service Representative

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

📋 Description

• Respond to incoming calls from members and representatives of health plans.

• Attentively listen to comprehend customer needs and reply in a professional manner.

• Deliver precise information and support regarding available transportation options.

• Address customer inquiries and concerns with patience, empathy, and professionalism.

• Accurately enter and maintain customer information and data.

• Achieve established performance and quality benchmarks.

• Adhere to HIPAA and compliance regulations when managing protected health information (PHI).

• Forward transportation or customer service issues to the relevant leadership team.

• Engage fully in mandatory training and coaching sessions.

• Complete all required compliance and training programs.

• Uphold professional conduct and appearance during training and ongoing coaching activities.

• Participate on camera during mandatory training and meeting sessions.

⛳️ Requirements

• At least 6 months of experience in an inbound contact center or relevant healthcare experience.

• Fully bilingual in both English and Spanish.

• Exceptional verbal and written communication abilities.

• Strong data entry skills with a keen attention to detail.

• Capacity to thrive in a dynamic call environment.

• Comfort in managing challenging or emotionally charged customer interactions.

• Professional and courteous communication style.

• Ability to work autonomously and juggle competing priorities.

• Moderate proficiency with Microsoft Teams, Outlook, and Word.

• Must maintain a professional appearance and demeanor.

• Must be available to be on camera during training and essential meetings.

• Attendance and punctuality must meet expectations.

• Download speed must be approximately 80-100 Mbps.

• Upload speed must be approximately 12-20 Mbps.

• Must have a quiet, distraction-free workspace during scheduled hours.

• No conflicting obligations that would interfere with scheduled work hours.

• Must provide personal equipment necessary for the job.

• Windows 11 PC is required; Mac systems are not supported.

• 16 GB RAM is required.

• Dual monitors are necessary.

• A webcam and wired USB headset are mandatory.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is necessary.

• A backup power solution must be in place.

• Familiarity with Microsoft Teams / Office 365 is expected.

• All resumes must be submitted in English.

• Candidates must complete all stages of the hiring process.

• Candidates may need to undertake a cultural fit assessment.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.