Bilingual Customer Service Representative

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

📋 Description

• Respond to incoming calls from members and providers.

• Enter data and deliver courteous, professional customer service.

• Address customer service inquiries and issues through telephone and email.

• Accurately and consistently document communications.

• Utilize computerized systems for call tracking, information collection, and troubleshooting.

• Evaluate needs, describe programs, and recommend or promote alternative products or services.

• Identify, assess, and prioritize caller needs, questions, and concerns.

• Develop resolution plans and respond effectively and efficiently.

• Maintain and enhance customer satisfaction while collaborating with other teams as necessary.

• Conduct problem analysis and determine appropriate resolutions per standard procedures.

• Inform callers about program benefits.

• Achieve or surpass call center metrics, attendance requirements, and quality standards.

• Accurately process and document information using computer tools.

• Build rapport with callers and adapt communication style as needed.

• Provide precise information regarding Sharecare programs and services.

• Escalate internal issues and follow up on escalated matters.

⛳️ Requirements

• High School Diploma.

• Previous experience in a customer service-related role is preferred.

• Excellent communication skills.

• Ability to manage multiple tasks simultaneously.

• Experience with medical records and knowledge of essential elements of a valid ROI request is necessary.

• Familiarity with HIPAA regulations is preferred.

• General proficiency in Microsoft Word & Outlook.

• Required computer keyboard skills and internet navigation abilities.

• Capability to work effectively within a team environment.

• Ability to excel in a rapidly evolving, fast-paced environment.

• Bilingual proficiency in English and Spanish is required.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Opportunities for professional development and growth.

• Flexible working hours.

• Supportive team environment.