Bilingual Customer Service Representative, Mandarin/Cantonese

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

📋 Description

• Handle incoming calls from consumers, potential enrollees, and individuals assisting enrollees or acting on their behalf.

• Provide effective responses to both inbound and outbound contacts.

• Monitor and document inquiries using appropriate systems.

• Process health care coverage applications via telephone, which includes creating tax households, recording household income, making eligibility assessments, interpreting Marketplace determinations, and enrolling consumers in health plans.

• Transfer or refer consumers to the correct entities according to established guidelines.

• Manage life event changes, demographic updates, disenrollment requests, and special enrollment periods.

• Respond to caller requests for materials through mail, email, or download.

• Provide translation services for non-English-speaking callers.

• Escalate calls or issues to designated personnel for resolution.

• Participate in meetings and training sessions, maintaining up-to-date knowledge of programs and systems.

• Address inquiries in compliance with confidentiality and privacy policies and guide callers to alternate sources when necessary.

• Achieve Quality Assurance and other key performance metrics.

• Follow established safety protocols.

• Remain stationary for prolonged periods.

• Occasionally lift, carry, or move items weighing up to 25 pounds.

• Execute other tasks as assigned by management.

⛳️ Requirements

• High school diploma or GED is required, along with a minimum of 6 months of relevant professional experience, or an equivalent combination of education and experience.

• Proficiency in English and either Mandarin, Cantonese, or Russian, or proficiency in both Spanish and Haitian Creole.

• Capability to fluently speak, read, and translate in both Mandarin or Cantonese and English.

• Must reside within 100 miles of New York, NY.

• Strong skills in data entry and telephone communication.

• Excellent organizational, interpersonal, written, and verbal communication abilities.

• Comfortable working in a fast-paced environment.

• Ability to effectively handle multiple complex tasks simultaneously.

• Ability to collaborate as a team member as well as work independently.

• Previous experience with computers, phone systems, and headsets is preferred.

• Prior customer service experience is advantageous.

• Internet speed of 20 Mbps or higher is required.

• Must have connectivity via Wi-Fi or a Category 5 or 6 ethernet patch cable to the home router.

• Must currently and permanently reside in the Continental US.

🏝️ Benefits

• Quarterly bonuses based on performance.

• Medical, Dental, Vision, Prescription, and partially funded HSA plans.

• Life insurance benefits.

• Discounts on Auto, Home, Renter's, and Pet insurance.

• 401K Retirement Savings plan with Company Matching.

• Paid time off, holidays, and sick leave.

• Short and Long Term Disability coverage.

• Employee Assistance Program (EAP) providing physical, emotional, and financial wellness resources.

• Employee recognition platform.

• Tuition reimbursement.

• Employee perks and discounts.

• Maximus Wellness Program and Resources.

• Opportunities for professional development, including training programs, workshops, and conferences.

• Paid, comprehensive training.