Spanish Bilingual Client Care Assistant

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

📋 Description

• Respond to incoming calls from clients and potential clients concerning appointments, products, and services.

• Initiate outbound calls to prospects and current clients following established protocols and effective communication techniques.

• Transform calls into qualified, revenue-generating appointments.

• Deliver efficient, courteous, and friendly service to clients.

• Utilize CRM data, marketing campaign insights, and training to pinpoint appointment opportunities.

• Address objections and schedule appointments for Hearing Aid Evaluations and Product Discussions.

• When relevant, provide basic information about HearUSA managed care plans.

• Manage client SMS, email inquiries, website chat, and other tasks within the Client Care Department.

• Engage in team meetings and complete required training.

• Report technical issues and client complaints following established procedures.

• Adhere to business rules, scheduling guidelines, system processes, and departmental/company policies.

• Maintain confidentiality for clients, employees, and the business while following HIPAA regulations.

• Assist Spanish-speaking clients and schedule appointments using bilingual language skills.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Previous customer service experience is required.

• Must consistently exhibit a positive and enthusiastic attitude.

• Strong de-escalation skills are essential.

• Ability to work rapidly, efficiently, and independently is necessary.

• Excellent communication skills, both clear and concise, are required.

• Openness to learning new computer programs and processes is expected.

• Willingness to operate within specified business rules, phone call scripting, and performance standards is required.

• Commitment to ongoing learning and skill refinement is necessary.

• Bilingual Spanish (or other language) skills are necessary to assist Spanish-speaking clients, as applicable based on bilingual status.

• Availability to work the 12:00 PM–8:30 PM EST shift is required.

• Must comply with HIPAA regulations and confidentiality requirements.

🏝️ Benefits

• Comprehensive Benefits Package.

• Paid Holidays & PTO Policy.

• 401k Matching Program.

• Tuition Reimbursement.

• Employee, Family & Friends Hearing Aid Discount Program.

• Service Days & Diversity, Equity & Inclusion Initiatives.