Call Center Representative

📋 Description

• Acts as a representative of the company by responding to incoming telephone, digital, or written inquiries from Medicare members.

• Engages in a variety of activities and moderately complex administrative, operational, and customer support tasks.

• Manages 20 to 35 inbound calls daily from Medicare members, prioritizing high-quality service and striving for one-call resolution.

• Accurately documents details of inquiries, comments or complaints, transactions, or interactions, taking appropriate actions as necessary.

• Escalates unresolved and outstanding customer grievances.

• Adheres to standard policies and practices that offer some room for interpretation, deviation, and independent discretion.

⛳️ Requirements

• Must currently reside in the Commonwealth of Puerto Rico.

• Must be fully bilingual in English and Spanish, with the ability to speak, read, and write in both languages without limitations or assistance.

• A minimum of 1 year of customer service experience.

• Proven experience in delivering exceptional customer service, utilizing effective communication skills and strong attention to detail while actively listening to customer needs.

• Prior experience in managing multiple or competing priorities, including the ability to use various computer applications and systems simultaneously.

• Proficient in Microsoft Office applications, especially Outlook and Teams.

• Ability to maintain a professional demeanor while practicing strict confidentiality regarding all sensitive information.

• Strong initiative with the capacity to adapt quickly to change and demonstrate empathy.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Time off, including paid time off, company and personal holidays, volunteer time off, and paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.