Bilingual Customer Service Specialist

Key Responsibilities

• Answer incoming customer inquiries received via telephone, IVR, web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate translation or interpretation services for non English speaking customers according to procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

Requirements & Tech Stack

• Must be fluent in both Spanish and English.
• Availability to work shifts between 8:00 am and 6:30 pm CST.
• Ability to type efficiently.
• Continuously demonstrate a high sense of urgency and perform under pressure.
• Excellent Attendance (no time off during training).
• Organization and work prioritization skills.
• Basic computer aptitude in Windows and/or Mac.
• Ability to handle 100+ calls a day, handle multiple repetitive calls.
• Bilingual candidates must pass a bilingual assessment.

Day 1 Requirements

• Must be able to work onsite on Day 1 for equipment training.
• Must be able to complete classroom and on-the-job training with no time missed.
• Must be willing and able to work with webcam on during training and other meetings as instructed by management.

Home Office Requirements

• A quiet, professional work-space free from distractions and background noise.
• A workspace large enough to hold 2 large monitors, laptop, keyboard, mouse and docking station. Equipment is provided.
• Reliable, high-speed internet service, must be a traditional, wired high-speed connection such as cable or fiber.
• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible.
• Internet Speed: Minimum of 20Mbps download & 5Mbps upload.

Qualifications

• High school diploma or GED required.
• 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.