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 requirements and provide professional responses.

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

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

• Input and uphold accurate customer data and information.

• Achieve established performance and quality standards.

• Adhere to HIPAA and compliance guidelines while 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 required compliance and training programs.

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

• Be present on camera during mandatory training and meeting sessions.

⛳️ 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 abilities.

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

• Capability 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 demands.

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

• Must maintain a professional appearance and conduct.

• Availability to be on camera during training and required meetings.

• Must adhere to 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 provide a quiet, distraction-free workspace during scheduled hours.

• Must have no overlapping responsibilities that could disrupt scheduled work hours.

• Must supply their own equipment for job performance.

• Windows 11 PC (Mac is not supported).

• 16 GB RAM required.

• Dual monitors necessary.

• Webcam and wired USB headset are mandatory.

• i5 processor or higher is required.

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

• Backup power solution is essential.

• Access to Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

• Must complete all stages of the hiring process.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Required training and coaching provided.

• Cultural fit assessment may be part of the selection process.