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 reply in a professional manner.

• Offer precise information and support concerning available transportation services.

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

• Input and uphold accurate customer information and data.

• Achieve established performance and quality standards.

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

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

• Engage fully in mandatory training and coaching sessions.

• Complete all necessary compliance and training requirements.

• Maintain 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 inbound contact center experience or transferable healthcare background.

• Fully bilingual in both English and Spanish.

• Exceptional verbal and written communication abilities.

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

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

• Comfortable managing challenging or emotionally charged customer interactions.

• Professional and courteous communication approach.

• Capable of working independently while balancing competing priorities.

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

• Must present a professional appearance and demeanor.

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

• 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 work hours.

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

• Must supply personal equipment necessary to perform the job.

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

• 16 GB of RAM is necessary.

• Dual monitors are required.

• Webcam and wired USB headset must be provided.

• i5 processor or better is necessary.

• Fibre internet with a wired Ethernet connection is required.

• A backup power solution must be in place.

• Familiarity with Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

• Completion of every stage of the hiring process is mandatory.

• Required compliance and training courses must be completed.

• HIPAA and compliance guidelines must be followed when handling PHI.

🏝️ Benefits

• Weekly pay in arrears.

• Fully remote work from home in Mexico.