Bilingual Spanish - Remote Customer Service Representative

About the role

We are seeking customer-focused professionals passionate about helping others and delivering an exceptional customer experience. In this role, you will support members by answering questions, managing accounts, resolving issues, and helping customers navigate healthcare coverage options through phone and online chat interactions.

Key Responsibilities

• Deliver an outstanding customer experience on every interaction

• Answer inbound customer calls and respond to online chat inquiries

• Absorb and respond to customer requests related to account creation, document uploads, and password resets

• Help members manage their accounts and navigate available services

• Verify eligibility and review healthcare coverage options

• Provide accurate information regarding products, services, and company policies

• Investigate and resolve customer concerns in a timely manner

• Diagnose issues and identify effective solutions

• Handle complex inquiries while maintaining professionalism and empathy

• Escalate issues appropriately when necessary

• Develop and maintain expert knowledge of company products, programs, and policies

• Adapt quickly to new procedures, program updates, and changing business needs

• Successfully complete required training, self-study, testing, and certification programs

• Ensure all communications comply with regulatory guidelines and company standards

• Consistently follow established processes, policies, and procedures

• Accurately enter and update customer information in internal systems

• Maintain detailed records of customer interactions

• Complete additional administrative tasks and special projects as assigned

Qualifications

• Required Skills:

  • Strong customer service and communication skills

  • Ability to handle inbound calls in a fast-paced environment

  • Proficiency with Microsoft Office applications

  • Strong problem-solving and multitasking abilities

  • Ability to learn new systems and processes quickly

  • Bilingual Spanish preferred

• Preferred Experience:

  • Customer service or call center experience preferred

  • Open to candidates with professional retail, hospitality, or food service experience

  • Stable and recent work history with demonstrated reliability

  • Ability to work independently in a remote environment

• Disqualifiers:

  • Candidates unable to demonstrate an understanding of workflow processes

  • Candidates who have difficulty following policies and procedures

  • Candidates who cannot provide well-rounded responses to interview questions

  • Candidates displaying unprofessional behavior or a lack of customer-service focus

Hiring Restrictions

Candidates residing in the following locations are not eligible for hire: California, Hawaii, Puerto Rico, Washington, Washington, D.C.