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.

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

• Supply precise information and support concerning available transportation services.

• Address customer inquiries and issues 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 protocols when managing protected health information (PHI).

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

• Engage fully in mandatory training and coaching sessions.

• Fulfill all necessary compliance and training course requirements.

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

• Participate on camera during compulsory training and meeting sessions.

• Complete every aspect of the hiring process, including resume evaluation, pre-screen questionnaire, one-way video interview, and pre-screen interview.

• May need to finalize a cultural fit assessment.

⛳️ Requirements

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

• Completely bilingual in English and Spanish.

• Outstanding verbal and written communication abilities.

• Strong data-entry capabilities with keen attention to detail.

• Capacity to adjust to a fast-paced calling environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication demeanor.

• Ability to work autonomously and balance competing priorities.

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

• Must present a professional appearance and attitude.

• Must be prepared to be on camera during training and essential meetings.

• Must adhere to attendance and punctuality standards.

• Minimum download speed of approximately 80-100 Mbps required.

• Minimum upload speed of approximately 12-20 Mbps required.

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

• Must not have conflicting obligations that would disrupt scheduled work hours.

• Must provide personal equipment to fulfill job requirements.

• Windows 11 PC required; Mac systems not supported.

• 16 GB RAM minimum.

• Dual monitors necessary.

• Webcam and wired USB headset required.

• i5 processor or higher is essential.

• Fibre internet with a wired Ethernet connection required.

• Backup power solution necessary.

• Proficiency in Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote position; work from home in Mexico.