Bilingual Customer Service Representative

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

📋 Description

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

• Actively listen to comprehend customer needs and provide professional responses.

• Deliver accurate information and support regarding available transportation options.

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

• Input and maintain precise customer information and data records.

• Achieve set performance and quality standards.

• Adhere to HIPAA and compliance regulations when managing 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 necessary compliance and training modules.

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

• Participate on camera during essential training and meeting sessions.

⛳️ Requirements

• At least 6 months of experience in an inbound contact center or relevant healthcare experience.

• Must be fully bilingual in English and Spanish.

• Exceptional verbal and written communication skills.

• Strong data-entry capabilities and meticulous attention to detail.

• Ability to thrive in a fast-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Capacity to work independently while balancing 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 mandatory meetings is required.

• Adherence to attendance and punctuality standards is essential.

• Required internet download speed of approximately 80-100 Mbps.

• Required internet upload speed of approximately 12-20 Mbps.

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

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

• Personal equipment must be provided to perform the job effectively.

• Windows 11 PC (Mac systems are not supported).

• 16 GB RAM is required.

• Dual monitor setup is necessary.

• A webcam and wired USB headset are mandatory.

• An i5 processor or better is required.

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

• A backup power solution must be in place.

• Proficiency with Microsoft Teams / Office 365 is needed.

• All resumes must be submitted in English.

• Candidates must complete every stage of the hiring process.

• A cultural fit assessment may be required for candidates.

🏝️ Benefits

• Weekly payments in arrears.

• Fully remote; work from home in Mexico.