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

• Carefully listen to understand customer requirements and provide professional responses

• Offer accurate information and support regarding available transportation services

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

• Accurately enter and maintain customer information and data

• Achieve established performance and quality standards

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

• Elevate transportation or customer service issues to the relevant leadership team

• Engage actively in required training and coaching sessions

• Complete all necessary compliance and training programs

• Uphold professional conduct and appearance during training and ongoing coaching

• 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 English and Spanish

• Exceptional verbal and written communication abilities

• Strong data-entry skills with meticulous attention to detail

• Capacity to thrive in a fast-paced call environment

• Comfortable managing challenging or emotional customer interactions

• Professional and courteous communication style

• Ability to work independently while managing competing priorities

• Moderate proficiency with Microsoft Teams, Outlook, and Word

• Must maintain a professional appearance and demeanor

• Availability to be on camera during training and required meetings

• Must adhere to attendance and punctuality standards

• Required download speed of approximately 80-100 Mbps

• Required upload speed of approximately 12-20 Mbps

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

• No conflicting responsibilities that would interfere with scheduled work hours

• Must provide personal equipment necessary for job performance

• Windows 11 PC (Mac not supported)

• 16 GB RAM

• Dual monitors

• Webcam and wired USB headset

• i5 processor or higher

• Fibre internet with a wired Ethernet connection

• Backup power solution

• Microsoft Teams / Office 365

• All resumes must be submitted in English

🏝️ Benefits

• Paid weekly in arrears

• Fully Remote; Work From Home in Mexico