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.

• Pay close attention to understand customer needs and provide professional responses.

• Offer accurate information and support regarding available transportation services.

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

• Input and maintain precise customer information and data.

• Achieve set performance and quality objectives.

• Adhere to HIPAA and compliance regulations in handling protected health information (PHI).

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

• Engage fully in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

• Uphold a professional demeanor and appearance during 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 both English and Spanish.

• Exceptional verbal and written communication abilities.

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

• Capable of adjusting to a fast-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work independently while handling competing priorities.

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

• Must maintain a professional appearance and demeanor.

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

• Must adhere to attendance and punctuality standards.

• Must possess a download speed of around 80-100 Mbps.

• Must have an upload speed of approximately 12-20 Mbps.

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

• Must not have conflicting obligations that would disrupt scheduled work hours.

• Must provide personal equipment necessary for the job.

• Windows 11 PC (Mac is not supported).

• 16 GB of RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fiber internet with a wired Ethernet connection.

• Backup power solution.

• Microsoft Teams / Office 365.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Mandatory training and coaching provided.

• Required compliance and training courses included.