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.

• Attentively listen to customer needs and provide professional responses.

• Deliver precise information regarding transportation services and member support programs.

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

• Accurately enter and maintain 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 appropriate leadership team.

• Engage in mandatory training, coaching, compliance courses, and virtual meeting sessions.

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

⛳️ 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 with keen attention to detail.

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

• Comfort in managing challenging or emotional customer interactions.

• Professional and courteous communication approach.

• Ability to work autonomously and prioritize competing demands.

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

• Must maintain a professional appearance and demeanor.

• Required to be on camera during training sessions and mandatory meetings.

• Expected to meet attendance and punctuality standards.

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

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

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

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

• Responsible for providing personal equipment.

• Windows 11 PC is required; Mac is not supported.

• Minimum 16 GB RAM is necessary.

• Dual monitors are required.

• A webcam and wired USB headset are essential.

• An i5 processor or higher is mandatory.

• A fibre internet connection with wired Ethernet is required.

• Backup power solution is necessary.

• Must have Microsoft Teams / Office 365.

• All resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote work-from-home setup.

• Required training and coaching provided.

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