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 ascertain customer needs and provide professional responses.

• Offer precise information and support regarding available transportation services and member assistance programs.

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

• Accurately enter and maintain customer information and data.

• Achieve established performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete necessary compliance and training courses.

• 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 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 attention to detail.

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

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work autonomously and juggle competing demands.

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

• Must maintain a professional appearance and demeanor at all times.

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

• Must comply with attendance and punctuality requirements.

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

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

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

• No conflicting responsibilities that would disrupt scheduled work hours are allowed.

• Must provide personal equipment to perform job duties.

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

• 16 GB RAM is necessary.

• Dual monitors are required.

• Webcam and wired USB headset must be provided.

• An i5 processor or higher is necessary.

• Fibre internet with a wired Ethernet connection is required.

• A backup power solution must be in place.

• Microsoft Teams / Office 365 must be available.

• Ability to work Monday-Friday during training hours from 8:00 AM to 4:30 PM EST and production shifts scheduled between 8:00 AM and 6:00 PM EST is essential.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote position; work from home in Mexico.

• Required training and coaching provided.

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