French Bilingual Customer Support

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

📋 Description

• Ensure customer support is accurate, timely, and efficient.

• Address routine and complex queries from members, clients, providers, and both internal and external business partners through telephone, in-person, or internet/email communications.

• Provide information related to prescriptions, plans, products, services, procedures, online purchasing, e-commerce, payments, eligibility, orders, shipping, and stock availability, as relevant to the specific line of business.

• Accurately complete documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints, determining suitable resolutions.

• Address non-standard customer challenges.

• Educate and influence customers and potential customers about company products, services, and solutions.

• Identify customer trends and relay them to business partners, leaders, and divisions.

• Recommend corrections, changes, and solutions, escalating organization-wide issues as necessary.

• Uphold customer service and support-level standards specific to the line of business.

• Keep updated on customer service policies, procedures, and relevant product/service information.

• Attend benefit fairs, open enrollment meetings, and client meetings as required by the line of business.

• Provide information at events and be available for occasional overnight travel when necessary.

• Assist Sales Representatives with customer-order inquiries as needed.

• Serve as the initial point of contact for Sales Representatives when required.

• Process claims based on business needs and workflow fluctuations when necessary.

⛳️ Requirements

• One to two years of experience in customer service, managing moderate to complex customer inquiries.

• Background in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

• Must be bilingual and proficient in speaking two languages fluently.

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

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

• Capability to utilize multiple software programs simultaneously.

• Proficiency in the MS Office suite.

• Strong verbal and written communication skills.

• Exceptional interpersonal skills and ability to build rapport.

• Aptitude for asking pertinent and relevant questions to ascertain customer needs.

• Proven skills in problem-solving, negotiation, and decision-making.

• Ability to exercise discretion and judgment in applying customer/call handling protocols.

• Competence in listening, processing transactions, and interacting with customers at the same time in a fast-paced environment.

• If serving as a third-party administrator for payment processing, a credit check will be required.

• Familiarity with Windows 10.

• Equipped with Intel Core i5-7500 CPU.

• Possess 16GB DDR4 memory.

• Have a 256GB solid-state hard drive.

• Use a wired headset.

• Maintain a wired connection to the router/modem.

• Achieve a minimum download speed of 50 Mbps.

• Achieve a minimum upload speed of 10 Mbps.

• Ensure loaded latency is below 150 ms.

• For remote or hybrid roles, high engagement in virtual settings is required, including camera presence during meetings.

🏝️ Benefits

• Equal opportunity employer.

• Drug-free workplace.

• Pre-employment substance abuse testing.

• Company-provided operating system, CPU, memory, hard drive, and wired headset.

• Home wired internet connection requirements with provided cable/wire.

• Remote work arrangement.