Customer Experience Agent (Bilingual Spanish)

About the role

We are seeking compassionate and customer-focused Bilingual Customer Experience Agents to support members in a fast-paced healthcare contact center environment. As the first point of contact, you will play a critical role in delivering exceptional service, building trust, and helping individuals navigate healthcare-related questions and concerns. This position is ideal for individuals who are passionate about helping others, excel in customer-facing roles, and thrive in an environment where empathy, problem-solving, and accountability are key to success.

Responsibilities

• Respond to inbound member inquiries with professionalism, empathy, and urgency.
• Aid members with questions related to healthcare benefits, claims, enrollment, coverage, and clinical services.
• Guide members through complex issues while coordinating with internal teams to ensure complete resolution.
• Build trust through active listening, personalized support, and a customer-first approach.
• De-escalate concerns and provide reassurance during challenging situations.
• Accurately document all interactions within company systems.
• Navigate multiple applications and systems simultaneously while maintaining a positive member experience.
• Identify trends and provide feedback to support process improvements and enhance the customer experience.
• Adhere to all company policies, operational procedures, and regulatory compliance requirements.
• Maintain performance standards related to quality, productivity, and member satisfaction.

Requirements

• Fluent in both English and Spanish.
• Minimum of 2 years of customer-facing experience.
• Experience in one or more of the following environments: Call Center, Healthcare, Hospitality, Technical Support, Customer Service, Health Insurance.
• Strong customer service and communication skills.
• Demonstrated empathy and ability to connect with customers from diverse backgrounds.
• Ability to work effectively in a structured, performance-driven environment.
• Strong problem-solving and critical-thinking abilities.
• Comfortable using multiple computer systems and applications simultaneously.
• Ability to handle sensitive and confidential information professionally.

Qualifications

• Bachelor's degree.
• Internship or professional work experience while pursuing a degree.
• Experience managing complex customer situations requiring coordination across multiple departments.
• Background in high-touch service environments focused on customer satisfaction and retention.

Preferred Qualifications

• Experience supporting healthcare or health insurance members.
• Experience in high-touch service environments focused on customer satisfaction and retention.

Pay and Benefits

The pay range for this position is $22.00 - $24.00/hr. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program (EAP), Paid Time Off and Leave (PTO, Vacation or Sick Leave).

Schedule & Availability

Training Period: Monday–Friday, 9:00 AM – 5:00 PM CST
Peak Season (October – April): Contact center operates extended hours.
Candidates must be flexible to support varying schedules, including evening coverage and approximately two weekends per month.
Non-Peak Season (April – October): Primarily Monday–Friday daytime schedules.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership.

Why Apply?

Opportunity to make a meaningful impact on people's lives.
Comprehensive paid training and professional development.
Collaborative, mission-driven team environment.
Clear path to long-term employment through a contract-to-hire opportunity.
Fast-growing organization with opportunities for career growth and advancement.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.