Bilingual Spanish Customer Service Representative

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 representing them.

• Effectively respond to inbound and outbound communications.

• Document and track inquiries using the relevant systems.

• Process new healthcare coverage applications over the phone, which includes creating tax households, documenting household income, making eligibility assessments, interpreting Marketplace decisions, and enrolling consumers in health plans.

• Direct or refer consumers to appropriate entities based on established protocols.

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

• Fulfill 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.

• Attend meetings and training sessions, ensuring up-to-date knowledge of programs and systems.

• Address inquiries while adhering to confidentiality and privacy policies.

• Achieve Quality Assurance and other key performance metrics.

• Comply with established safety standards.

• Operate in an office environment and perform additional tasks as assigned by management.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Minimum of 6 months of relevant professional experience is required, or an equivalent blend of education and experience.

• Proficiency in both English and Spanish is essential.

• Must be capable of speaking, reading, and translating fluently in both Spanish and English.

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

• Permanent residency within the Continental US is required.

• Strong data entry and telephone skills are necessary.

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

• Ability to thrive in a fast-paced work environment.

• Capable of successfully managing multiple complex tasks simultaneously.

• Ability to work collaboratively as part of a team or independently.

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

• Previous customer service experience is favored.

• Internet speed of 20mbps or higher is essential.

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

• Must be able to maintain a stationary position for prolonged periods.

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

🏝️ 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) resources for physical, emotional, and financial wellness.

• 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.

• Remote work opportunity.

• Home office internet and connectivity requirements supported by the role.