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 customer needs and provide professional responses.

• Offer precise information and support 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 when managing protected health information (PHI).

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

• Actively engage in mandatory training and coaching sessions.

• Complete all necessary compliance and training requirements.

• Uphold professional behavior and appearance during training and ongoing coaching.

• Participate on camera during mandatory training and meeting sessions.

• Commit to scheduled hours and adhere to attendance and punctuality standards.

• Training hours are Monday-Friday from 8:00 AM to 4:30 PM EST.

• Potential production shifts may be scheduled between 8:00 AM and 6:00 PM EST.

• Successfully complete all phases of the hiring process.

⛳️ Requirements

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

• Fully bilingual in English and Spanish.

• Outstanding verbal and written communication abilities.

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

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

• Comfort in managing difficult or emotional customer situations.

• 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.

• Must be available for on-camera participation during training and necessary meetings.

• Must meet attendance and punctuality requirements.

• Must have a download speed of approximately 80-100 Mbps.

• Must have an upload speed of approximately 12-20 Mbps.

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

• Must not have conflicting responsibilities that would interfere with scheduled work hours.

• Must provide personal equipment necessary to perform the job.

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

• Minimum 16 GB RAM.

• Dual monitors are necessary.

• A webcam and wired USB headset are required.

• An i5 processor or higher is necessary.

• Fibre internet with a wired Ethernet connection is required.

• A backup power solution must be available.

• Microsoft Teams / Office 365 must be accessible.

• Must work from Mexico.

• All resumes should be submitted in English.

🏝️ Benefits

• Weekly payment in arrears.

• Fully remote position; work from home in Mexico.

• Required training and coaching provided.

• Cultural fit assessment may be part of the selection process.