Bilingual Inbound Contact Representative

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

📋 Description

• Address customer inquiries, including those related to benefits, issue resolution, and member education.

• Deliver professional customer support via phone, digital platforms, and written communication in both English and Spanish.

• Clarify benefits, programs, and available resources for customers.

• Accurately document customer interactions, inquiries, concerns, and transactions.

• Ensure prompt follow-up and resolution of issues.

• Escalate unresolved matters to the relevant team.

• Implement established policies, procedures, and best practices to address customer needs.

• Utilize problem-solving and decision-making abilities to provide high-quality service.

• Manage workload and priorities with minimal oversight.

• Exercise sound judgment within established guidelines to enhance customer satisfaction and meet business objectives.

⛳️ Requirements

• At least 3 years of customer service experience in a professional setting.

• Bilingual proficiency in English and Spanish, both spoken and written.

• Strong skills in customer service and problem-solving.

• Capability to clearly convey information to a diverse range of customer demographics.

• Keen attention to detail and accuracy in documentation and task execution.

• Proficiency with computers and the ability to navigate multiple applications simultaneously.

• Ability to handle multiple priorities in a fast-paced environment.

• A passion for enhancing consumer and member experiences.

• Availability for shifts between 8am and 11pm EST, Monday through Friday.

• Capability to meet work-from-home internet requirements: a minimum of 25 Mbps download and 10 Mbps upload.

• Ability to work from a dedicated space without interruptions to safeguard PHI/HIPAA information.

• May need to successfully complete an English and Spanish language proficiency assessment.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Opportunities for supporting personal wellness and making informed healthcare decisions.

• Work-from-home arrangement.