Bilingual (English/Spanish) Customer Service Representative

About the role

The bilingual Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy.

This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time.

We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up.

Responsibilities

• Answer inbound calls and assist members with scheduling, updating, or canceling transportation.
• Make outbound calls to confirm trips, provide updates, or follow up on issues.
• Use internal systems to verify eligibility, benefits, and required trip information.
• Provide clear communication regarding pickup times, provider information, and ride expectations.
• Handle concerns related to late drivers, missed pickups, or other transportation challenges.
• Escalate urgent or complex situations to supervisors or Tier 2 support.
• Document all interactions clearly and accurately in the CRM system.

Requirements

• MUST be located in the USA.
• MUST be fluent in English and Spanish.
• MUST be able to START on July 20, 2026.
• MUST have 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
• MUST have your own equipment.
• Strong communication skills and ability to remain calm under pressure.
• Comfort navigating multiple computer systems and documenting quickly.
• Detail-oriented with strong problem-solving ability.
• Reliable attendance and punctuality.

Qualifications

• Contact center hours include weekdays, weekends, and some holidays.

Skills and Competencies

• Customer-first mentality
• Strong verbal communication
• Multitasking and time management
• Accuracy and attention to detail
• Ability to follow processes and adapt in a startup environment
• Team-oriented mindset