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 understand the needs of customers and provide a professional response.

• Deliver accurate information and assistance related to available transportation services.

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

• Input and maintain precise customer information and data.

• Achieve established performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete all necessary compliance and training modules.

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

• Participate on camera during mandatory training and meeting sessions.

• Commit to the scheduled hours within the designated training and production shift windows.

• Successfully complete all phases of the hiring process, including resume review, questionnaire, video interview, and pre-screen interview.

⛳️ 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 meticulous 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 while managing competing priorities.

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

• Must maintain a professional appearance and demeanor.

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

• Must meet attendance and punctuality standards.

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

• An upload speed of approximately 12-20 Mbps is necessary.

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

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

• Must provide personal equipment necessary for the job.

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

• 16 GB RAM is mandatory.

• Dual monitors are required.

• A webcam and wired USB headset are necessary.

• An i5 processor or higher is required.

• Fibre internet with a wired Ethernet connection is essential.

• A backup power solution is required.

• Microsoft Teams / Office 365 must be available.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote work from home.

• Required training and coaching provided.

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