Bilingual Customer Advocate

Idaho Health Insurance Exchange • Boise, ID

12m • Onsite

About The Position

The Bilingual Customer Advocate is responsible for providing a wide range of customer support services to include responsibility for customer support, case management, and related functions in English and Spanish.

Requirements

• Associate degree preferred or equivalent through professional experience.
• Excellent written and verbal communication skills as well as interpersonal telephone skills in both English and Spanish.
• 1 year customer service experience, including resolving complex customer issues.
• Excellent communication skills with the ability to empathize, listen actively, and provide solutions to customer concerns.
• Strong computer skills, including Microsoft Office and ability to learn/utilize other technology applications.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Strong problem solving, reading comprehension, and troubleshooting skills for both technical and non-technical issues.
• Ability to sit at a desk and work with a computer for extended periods of time.
• Ability to meet minimum standard of 45 WPM typing skill, validated via assessment.
• Ability to work in a fast-paced workplace, adapt to a continually evolving environment
• A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships.
• Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI.
• Ability and commitment to manage and protect consumer Personably Identifiable Information (PII).

Nice To Haves

• Knowledge of the Affordable Care Act (ACA) preferred.

Responsibilities

• Provide outstanding customer service in both English and Spanish to address customer inquiries, concerns, and requests via phone, email, or chat and other designated methods.
• Effectively communicate product knowledge, features, and benefits to customers, ensuring accurate and helpful information is provided.
• Assist customers with troubleshooting, resolving issues, and providing technical support when necessary.
• Document and maintain detailed and accurate customer records in the CRM system.
• Collaborate with team members and other departments to resolve complex customer issues and ensure customer satisfaction.
• Meet or exceed individual and team performance goals, including call quality, response time, and customer satisfaction ratings.
• Stay up to date with product knowledge, company policies, and industry trends to provide accurate information to customers.
• Identify opportunities for process improvements and contribute to the overall success of the call center operations.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree