Bilingual Customer Service Rep. | CSR

MMC Group • Austin, TX

16h • Onsite

About The Position

We are seeking a bilingual, customer-focused Contact Center Specialist to support Medicaid providers and clients within a high-volume service environment. This role is critical in ensuring accurate, timely, and professional assistance related to eligibility, claims, and program inquiries. The ideal candidate thrives in a fast-paced call center setting, demonstrates strong communication and problem-solving skills, and maintains strict adherence to attendance, quality, and productivity standards.

Requirements

• Minimum of 6 months' recent experience in a high-volume call center or contact center environment
• Bilingual in English and Spanish, must be able to read, write, and speak both fluently
• Language proficiency must meet or exceed 80 percent on required assessments
• Strong verbal and written communication skills
• Proven customer service and problem resolution abilities
• Ability to multitask across multiple systems in a fast-paced environment
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Strong organizational skills with attention to detail

Responsibilities

• Provide accurate, unbiased assistance to Medicaid providers and clients regarding eligibility, claims status, and program-related inquiries
• Handle a high volume of inbound calls with professionalism, efficiency, and a customer-first approach
• Resolve issues in real time, escalating complex concerns when appropriate
• Transfer calls to appropriate departments as needed to ensure proper resolution
• Accurately document all customer interactions in internal systems
• Maintain clear, concise, and compliant records for each call
• Utilize multiple systems simultaneously while managing call flow
• Meet and exceed established KPIs, including call quality, handle time, and productivity metrics
• Maintain strict adherence to attendance and schedule requirements
• Follow all policies, procedures, and compliance standards related to Medicaid programs
• Collaborate with team members and leadership to improve service delivery
• Participate in ongoing training and performance improvement initiatives
• Support additional tasks and responsibilities as assigned

Benefits

• Medical
• dental
• vision coverage
• Life and disability insurance
• Additional voluntary benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees