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.

• Actively listen to understand customer needs and respond in a professional manner.

• Offer precise information and assistance regarding transportation services.

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

• Accurately input and maintain customer information and data.

• Achieve set performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

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

• Participate on camera during necessary training and meeting sessions.

⛳️ Requirements

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

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

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

• Capability to adapt to a fast-paced call environment.

• Comfort in managing challenging or emotional customer situations.

• Professional and respectful communication style.

• Ability to work independently while managing multiple demands.

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

• Must present a professional appearance and demeanor.

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

• Adherence to attendance and punctuality standards.

• Internet download speed of approximately 80–100 Mbps.

• Internet upload speed of approximately 12–20 Mbps.

• Quiet and distraction-free workspace during scheduled working hours.

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

• Must provide personal equipment.

• Windows 11 PC is required; Mac is not supported.

• Minimum of 16 GB RAM.

• Dual monitor setup.

• Webcam and wired USB headset are necessary.

• i5 processor or higher is required.

• Fibre internet with wired Ethernet connection.

• Backup power solution is necessary.

• Familiarity with Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Completion of every stage of the hiring process is mandatory.

• May need to undertake a cultural fit assessment.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; the position allows you to work from home in Mexico.

• Mandatory training and coaching are provided.

• Required compliance and training courses are included.

• This is an Independent Contractor position.