Bilingual Customer Service Representative

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

📋 Description

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

• Attentively listen to customer needs and provide professional responses.

• Offer precise information and help regarding available transportation services.

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

• Accurately enter and maintain customer information and data.

• Achieve set performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

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

• Participate on camera during mandatory training and meeting sessions.

⛳️ Requirements

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

• Fully bilingual in both English and Spanish.

• Exceptional verbal and written communication abilities.

• Strong data-entry capabilities and keen attention to detail.

• Ability to thrive in a fast-paced call environment.

• Comfortable managing challenging or emotional customer scenarios.

• Professional and courteous communication style.

• Capable of working independently while managing competing priorities.

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

• Must maintain a professional appearance and demeanor.

• Availability to be on camera during training and required meetings is essential.

• Must meet attendance and punctuality requirements.

• Download speed of approximately 80–100 Mbps is necessary.

• Upload speed of approximately 12–20 Mbps is required.

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

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

• Candidates must provide their own equipment to perform job duties.

• Windows 11 PC is required (Mac is not supported).

• 16 GB RAM is necessary.

• Dual monitors are required.

• A webcam and wired USB headset must be available.

• An i5 processor or higher is required.

• A wired connection (Ethernet cable) with fibre internet is essential.

• A backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

• Candidates must complete every stage of the hiring process.

• Candidates may be asked to undergo a cultural fit assessment.

🏝️ Benefits

• Weekly pay in arrears.

• Fully remote position; work from home in Mexico.