Bilingual Customer Service Representative

Duration: 6 Months Contract

Start: ASAP

Shift: 7:00 AM - 4:00 PM MST - Monday - Friday

Requirements:

• 2 years of High Volume Call Center Experience
• Bilingual: English and Spanish
• Strong Microsoft Excel Skills & Computer Literacy
• Strong Customer Service & Critical Thinking Skills
• Typing skills 40 WPM
• Proof of the highest COMPLETED EDUCATION (Must have an on-hand copy of Diploma/Transcript of your High School or GED. Please note: Technical degrees or certificates are NOT accepted)

Job Description:

• Serves as the first-line advocate who resolves members' and providers' inquiries, issues, or concerns.
• Leverages various communication channels to provide members and providers with timely, accurate, and personalized support on routine complaints.

Responsibilities:

• Receives and responds to routine member and provider inquiries, requests, and concerns in an accurate and timely manner
• Outreach (telephonically) to members to obtain or relay information.
• Document call outcomes
• Serves as the front-line resolution advocate on various member and provider inquiries, requests, or concerns
• Mitigates and prevents complaints from being escalated to resolve in the initial contact.
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a fast-paced contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance

Job Type: Temporary

Pay: $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Call center: 2 years (Required)

Language:

• Spanish (Required)

Location:

• El Paso, TX (Required)

Ability to Commute:

• El Paso, TX (Required)

Work Location: Remote