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.

• Accurately enter and maintain customer information and data.

• Achieve set performance and quality standards.

• Adhere to HIPAA and compliance protocols when managing protected health information (PHI).

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

• Engage fully in mandatory training and coaching sessions.

• Complete all essential compliance and training courses.

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

• Be present on camera for required training and meeting sessions.

⛳️ Requirements

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

• Bilingual proficiency 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 call environment.

• Comfortable managing challenging or emotionally charged customer interactions.

• Professional and courteous communication style.

• Ability to work independently and juggle competing priorities.

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

• Must maintain a professional appearance and demeanor.

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

• Commitment to attendance and punctuality standards.

• Internet download speeds of approximately 80–100 Mbps are required.

• Internet upload speeds of approximately 12–20 Mbps are required.

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

• No conflicting responsibilities that would disrupt scheduled work hours are allowed.

• Candidates must provide their own equipment for job performance.

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

• Must have 16 GB RAM.

• Dual monitors are required.

• A webcam and wired USB headset must be provided.

• An i5 processor or higher is required.

• A fiber internet connection with a wired Ethernet connection is necessary.

• A backup power solution must be in place.

• Microsoft Teams / Office 365 is required.

• All resumes should be submitted in English.

• Candidates must commit to their scheduled hours and adhere to attendance and punctuality standards.

🏝️ Benefits

• Weekly payments in arrears.

• Fully remote position; work from home in Mexico.

• Required training and coaching provided.

• A cultural fit assessment may be part of the selection process.