Bilingual Customer Support

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

📋 Description

• Provide accurate, timely, and efficient support to customers.

• Address customer inquiries in a way that aligns with our goals.

• Handle inquiries from members, clients, providers, and internal/external business partners, ranging from simple to complex.

• Complete all necessary documentation, letters, and forms accurately.

• Conduct Quality Assurance testing for the company's software.

• Investigate and resolve issues or complaints while determining suitable resolutions.

• Uphold specific Customer Service standards and support level standards for the designated line of business.

• Stay updated on all changes related to Customer Service policies, procedures, and product/service/solution information to ensure accurate and consistent responses.

• Participate in benefit fairs, open enrollment meetings, and client meetings as required.

• Assist Sales Representatives with any inquiries regarding their customer orders.

• Process claims in accordance with business needs and workflow changes.

⛳️ Requirements

• One to two years of experience in customer service dealing with moderate to complex inquiries.

• Must be bilingual and able to fluently communicate in two languages.

• Availability to work any shift, including weekends, holidays, and/or overnight.

• Proven knowledge of the internet and understanding of basic browser settings.

• Ability to work with multiple software applications simultaneously.

• Proficient in the MS Office suite.

• Strong verbal communication skills to prioritize multiple tasks while being available for incoming calls and inquiries.

• Effective written communication skills to accurately document customer situations and prepare letters confirming agreements.

• Excellent interpersonal skills for building rapport with customers.

• Capability to ask pertinent questions to ascertain customer needs.

• Demonstrated problem-solving, negotiation, and decision-making abilities.

• Ability to exercise good judgment and discretion in applying customer handling guidelines.

• Competence in listening, processing transactions, and engaging with customers simultaneously in a fast-paced environment.

🏝️ Benefits

• Eligible for bonuses and commissions.

• Health insurance coverage.