Bi-Lingual Customer Service Representative

Dynamic Synergy LLC • Mishawaka, IN

4d • Onsite

About The Position

The Bi-Lingual Customer Service Representative ensures customer satisfaction by proactively solving problems and using available resources to provide a high level of customer service. The role handles communications in English and Spanish with members, caregivers, doctors, and other outside providers regarding member accounts and product needs. It accesses and updates member accounts in accordance with HIPAA guidelines, verifies insurance, and documents orders to ensure supplies are shipped according to insurance guidelines. The representative consults Team Support or the Team Lead when supervisor approval or intervention is needed, uses the Customer Service Wiki to maintain knowledge of processes and products, and suggests process improvements. This is a full-time, non-exempt office position in Mishawaka, Indiana, with a regular 40-hour schedule and overtime required at times. The position has no supervisory responsibilities and does not require travel.

Requirements

• High school diploma, GED, or equivalent experience.
• Fluency in English and Spanish and successful completion of an assessment.

Nice To Haves

• Two or more years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.
• Previous experience communicating clearly and calmly by phone.
• Previous experience effectively using computer systems and maintaining good records.

Responsibilities

• Handle incoming and outgoing calls in English and Spanish with members, caregivers, doctors, and other outside providers regarding member accounts and product needs.
• Access and enter data in member accounts while following HIPAA guidelines.
• Verify insurance using established verification processes.
• Create documentation to ensure supplies are shipped according to insurance guidelines.
• Communicate with Team Support or the Team Lead about matters requiring supervisor approval or intervention.
• Use the Customer Service Wiki to maintain knowledge of processes, procedures, insurance guidelines, products, and company information.
• Suggest process improvements.
• Perform other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED