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.

• Listen attentively to comprehend customer needs and provide professional responses.

• Offer accurate 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 regulations when managing protected health information (PHI).

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

• Fully engage in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

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

• Participate on camera during all required training and meeting sessions.

⛳️ Requirements

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

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

• Strong data-entry skills with a keen eye for detail.

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

• Comfortable addressing challenging or emotional customer situations.

• Professional and courteous communication style.

• Ability to work independently while managing competing demands.

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

• Must maintain a professional appearance and demeanor.

• Must be available to be on camera during training and required meetings.

• Must meet attendance and punctuality requirements.

• Internet download speed of approximately 80-100 Mbps is required.

• Internet upload speed of approximately 12-20 Mbps is required.

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

• Must have no conflicting responsibilities that would hinder scheduled work hours.

• Must provide personal equipment to perform job functions.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM is required.

• Dual monitors are necessary.

• Webcam and wired USB headset are required.

• i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is necessary.

• Microsoft Teams / Office 365 is required.

• Availability to work scheduled hours between 8:00 AM and 6:00 PM EST is essential.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.