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.

• Attentively listen to customer inquiries to comprehend their needs and provide professional responses.

• Deliver precise information and support regarding available transportation services.

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

• Accurately enter and maintain customer information and data.

• Achieve established performance and quality standards.

• Adhere to all HIPAA and compliance regulations 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.

• Complete all necessary compliance and training modules.

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

• Participate on camera during mandatory training and meeting sessions.

⛳️ Requirements

• At least 6 months of experience in an inbound contact center or relevant 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 thrive in a fast-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication approach.

• Ability to work independently while balancing competing priorities.

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

• Must maintain a professional appearance and demeanor.

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

• Must meet attendance and punctuality requirements.

• Required download speed of approximately 80-100 Mbps.

• Required upload speed of approximately 12-20 Mbps.

• Need for a quiet, distraction-free workspace during designated working hours.

• No conflicting obligations that could disrupt scheduled work hours.

• Must provide personal equipment necessary for job performance.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired connection (Ethernet cable).

• Backup power solution.

• Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Candidates may be asked to complete a cultural fit assessment.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.