Bilingual Customer Service Representative

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

📋 Description

• Deliver prompt and courteous assistance to members and representatives of the health plan.

• Respond to incoming calls.

• Attentively listen to customer needs and provide professional responses.

• Offer precise information and support regarding transportation services.

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

• Input and maintain accurate customer data and information.

• Achieve set performance and quality standards.

• Adhere to HIPAA and compliance regulations when managing protected health information.

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

• Engage in mandatory training and coaching sessions.

• Complete required compliance and training modules.

• Uphold professional conduct and appearance throughout training and ongoing coaching.

• Participate on camera during necessary training and meetings.

⛳️ Requirements

• A minimum of 6 months of experience in an inbound contact center or relevant healthcare experience.

• Must be fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

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

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

• Comfortable managing challenging or emotionally charged customer scenarios.

• Professional and courteous communication style.

• Ability to work autonomously and juggle competing priorities.

• Moderate proficiency in Microsoft Teams, Outlook, and Word.

• Must maintain a professional appearance and demeanor.

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

• Must meet attendance and punctuality standards.

• Required download speed of approximately 80–100 Mbps.

• Required upload speed of approximately 12–20 Mbps.

• A quiet and distraction-free workspace during scheduled hours.

• No conflicting responsibilities that interfere with scheduled work hours.

• Must provide personal equipment.

• Windows 11 PC 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 essential.

• Fibre internet with a wired Ethernet connection is required.

• A backup power solution is necessary.

• Must have Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Must complete every phase of the hiring process.

• Required to finish necessary compliance and training courses.

• Must adhere to HIPAA and compliance regulations when managing PHI.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Required training and coaching provided.