Bilingual Customer Service Representative

About the Role

We are seeking Bilingual Customer Service Representatives (English/Creole) to support the Florida Healthy Kids (FHK) Children's Health Insurance Program. In this role, you'll assist families by answering questions about health coverage, eligibility, enrollment, premium payments, renewals, and account maintenance while delivering compassionate, high-quality customer service.

Responsibilities

• Answer inbound calls from members, applicants, and the general public.
• Assist callers with questions regarding applications, eligibility, enrollment, health plans, premium payments, and account maintenance.
• Accurately document customer interactions using company systems.
• Meet quality assurance and performance metrics.
• Process customer requests and provide information via mail, email, or download.
• Transfer or refer callers to the appropriate departments when needed.
• Escalate complex issues for resolution.
• Provide translation support for non-English-speaking callers according to established procedures.
• Participate in required training sessions and team meetings while maintaining knowledge of program updates.

Requirements

• High School Diploma or GED required.
• Bilingual in English and Creole.
• Must successfully pass a bilingual language assessment with a score of 80% or higher.
• Strong communication, customer service, and computer skills.
• Ability to maintain confidentiality and follow established procedures.

Training

• Paid virtual training is required.
• Virtual Classroom Training: Monday-Friday, 9:00 AM-4:30 PM EST for the first 14 business days.
• Nesting: Monday-Friday for 10 business days, handling live calls with mentor support.
• Training attendance is mandatory. No absences or scheduled time off are permitted during training or nesting. Failure to maintain attendance may result in removal from the assignment.

Schedule

Hours of Operation: Monday-Friday, 7:30 AM-7:30 PM EST. Please be prepared to work a closing shift (11:00 AM-7:30 PM EST) unless otherwise assigned.

Work-From-Home Requirements

Internet Requirements

• Traditional wired high-speed internet service required.
• Mobile hotspots or cellular internet providers (such as T-Mobile Home Internet or Verizon Wireless Internet) are not permitted.
• Minimum speed: 20 Mbps download / 5 Mbps upload.
• Preferred: 25+ Mbps download / 10+ Mbps upload.
• Wired Ethernet connection required.

Computer Requirements

• Windows 10 or macOS 10.15 or newer.
• Processor: Intel Core i5, AMD Ryzen 5, or equivalent.
• Minimum 4 GB RAM (8 GB or more preferred).
• Minimum 64 GB hard drive with at least 30 GB free space (SSD preferred).

Additional Equipment Required

• Second monitor (required).
• USB or wired headset with built-in microphone.
• Smartphone (Android or iPhone) capable of installing authentication applications.
• Webcam required for training, meetings, and other business needs.

Dedicated Workspace

Candidates must have a quiet, professional workspace free from distractions and background noise throughout their scheduled shifts.

Benefits

• 100% Remote opportunity.
• Paid virtual training.
• Make a meaningful impact by helping families access healthcare coverage.
• Gain valuable customer service experience in a fast-paced, mission-driven environment.

Pay

$15.00/hour