Bilingual Customer Service Representative - Client Support

Requirements

This position is fully remote but based in El Paso, TX. Before applying, all applicants must reside in the State of Texas and be located within a 70-mile radius of the designated worksite.

Essential Duties and Responsibilities

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (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.

Job Requirements

• A high school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.
• Availability to work shifts between 8:00am and 6:30pm CST (7am and 5:30pm MST).
• Internet Access: Minimum of 20Mbps download & 5Mbps upload.
• Ability to type efficiently.
• Continuously demonstrate a high sense of urgency and perform under pressure.
• Organization and work prioritization skills.
• Proficient in utilization of Teams.
• Basic computer aptitude in Windows and/or Mac.
• To handle 100+ calls a day, handle multiple repetitive calls.
• 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.

Minimum Requirements

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