Bilingual Customer Service Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Respond to inbound calls from members and representatives of health plans.

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

• Provide precise information and assistance regarding the transportation services available.

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

• Accurately enter and maintain customer information and data.

• Meet the established performance and quality standards.

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

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

• Actively participate in all necessary training and coaching sessions.

• Complete all mandatory compliance and training courses.

• Uphold a professional demeanor and appearance during training and ongoing coaching.

• Be 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 and meticulous 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 juggling competing priorities.

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

• Must maintain a professional appearance and demeanor.

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

• Must adhere to attendance and punctuality standards.

• Required download speed of approximately 80-100 Mbps.

• Required upload speed of approximately 12-20 Mbps.

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

• No conflicting responsibilities that would hinder scheduled work hours.

• Personal equipment must be provided to perform job duties.

• 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 are required to complete every step of the hiring process.

• Candidates may need to undergo a cultural fit assessment.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.