Bilingual Customer Service Representative

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

📋 Description

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

• Carefully listen to identify customer needs and provide professional responses.

• Offer precise information and support regarding available transportation services.

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

• Accurately enter and maintain customer information and data.

• Achieve set performance and quality standards.

• Comply with all HIPAA and 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 necessary compliance and training courses.

• Uphold professional conduct and appearance during training and ongoing guidance.

• Participate on camera during mandatory training and meeting sessions.

⛳️ Requirements

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

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication skills.

• Strong data-entry abilities and meticulous attention to detail.

• Capable of adapting to a fast-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work independently while handling competing priorities.

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

• Must present a professional appearance and demeanor.

• Required to be on camera during training and mandatory meetings.

• Must adhere to attendance and punctuality requirements.

• Download speed should be approximately 80-100 Mbps.

• Upload speed should be around 12-20 Mbps.

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

• No conflicting commitments that would disrupt scheduled work hours.

• Personal equipment must be provided to perform job duties.

• Windows 11 PC (Mac systems are not supported).

• 16 GB RAM required.

• Dual monitors are necessary.

• A webcam and wired USB headset are required.

• i5 processor or higher is essential.

• Fibre internet with a wired connection (Ethernet cable) is necessary.

• Backup power solution must be in place.

• Microsoft Teams / Office 365 must be available.

• All resumes must be submitted in English.

• Candidates must complete each stage of the hiring process.

• Completion of a cultural fit assessment may be required for candidates.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote position; work from home in Mexico.