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.

• Actively listen to comprehend customer needs and provide a professional response.

• Offer precise information and support related to available transportation services.

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

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

• Engage fully in required training and coaching sessions.

• Complete all mandated compliance and training courses.

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

• Participate on camera during necessary training and meeting sessions.

• Commit to scheduled hours and adhere to attendance and punctuality standards.

⛳️ 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.

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

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work independently and prioritize competing responsibilities.

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

• Must maintain a professional appearance and demeanor.

• Required to be on camera during training and necessary meetings.

• Must comply with attendance and punctuality expectations.

• Download speed must be approximately 80-100 Mbps.

• Upload speed must be approximately 12-20 Mbps.

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

• Must not have conflicting responsibilities that could disrupt scheduled work hours.

• Must provide personal equipment to perform the job.

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

• Minimum of 16 GB RAM.

• Dual monitors are necessary.

• A webcam and wired USB headset are required.

• i5 processor or higher is mandatory.

• Fibre internet with a wired Ethernet connection is essential.

• A backup power solution is required.

• Proficiency in Microsoft Teams / Office 365 is necessary.

• All resumes must be submitted in English.

• Candidates must complete every step of the hiring process.

• Completion of a cultural fit assessment may be required.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.