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.

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

• Provide precise information and assistance regarding available transportation services.

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

• Accurately enter and maintain customer information and data.

• Meet established performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

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

• Participate on camera during compulsory training and meeting sessions.

• Commit to scheduled hours and fulfill attendance and punctuality expectations.

⛳️ Requirements

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

• Fully bilingual in both English and Spanish.

• Exceptional verbal and written communication skills.

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

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

• Comfortable managing challenging or emotional customer situations.

• Professional and courteous communication style.

• Ability to work independently and handle competing demands effectively.

• Moderate experience 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 standards.

• Must have a download speed of approximately 80-100 Mbps.

• Must have an upload speed of approximately 12-20 Mbps.

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

• Must have no conflicting commitments that would interfere with scheduled work hours.

• Must provide personal equipment necessary to perform the job.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM required.

• Dual monitors are necessary.

• Webcam and wired USB headset are essential.

• i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is mandatory.

• Backup power solution is necessary.

• Proficiency in Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

🏝️ Benefits

• Weekly payments in arrears.

• Fully remote position; work from home in Mexico.

• Mandatory training and coaching provided.

• Cultural fit assessment may be included in the selection process.