Bilingual Customer Service Representative

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

📋 Description

• Deliver timely and courteous support to health plan members and their representatives.

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

• Attentively listen to understand customer requirements and respond in a professional manner.

• Offer precise information and assistance regarding available transportation services.

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

• Input and maintain accurate customer information and data records.

• Achieve established performance and quality standards.

• Adhere to HIPAA and compliance guidelines while managing protected health information (PHI).

• Elevate transportation or customer service issues to the appropriate 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 sessions.

• 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.

• Capability to adapt to a dynamic call environment.

• Comfortable managing challenging or emotional customer interactions.

• Maintain a professional and courteous communication style.

• Ability to work independently and handle competing priorities.

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

• Must present a professional appearance and demeanor.

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

• Adherence to attendance and punctuality standards.

• Required download speed of approximately 80-100 Mbps.

• Required upload speed of approximately 12-20 Mbps.

• A quiet, distraction-free workspace is necessary during scheduled working hours.

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

• Personal equipment must be provided to perform the job effectively.

• Must have a Windows 11 PC; Mac systems are not supported.

• 16 GB RAM is required.

• Dual monitors are necessary.

• A webcam and wired USB headset are essential.

• An i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is mandatory.

• A backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is necessary.

• All resumes must be submitted in English.

🏝️ Benefits

• Weekly payments in arrears.

• Fully remote position; work from home in Mexico.

• Comprehensive training and coaching provided.

• Mandatory compliance and training courses included.

• Independent Contractor role.