Bilingual Customer Service Rep | CSRs

MMC Group•New York, NY

20h•Remote

About The Position

This is a temporary to permanent position for Bilingual Call Center Customer Service Representatives (CSRs). The role involves responding to incoming enrollment service calls, educating clients on managed care options, processing enrollment requests, and maintaining knowledge of specific projects like the New York Medicaid CHOICE Project. The position requires strong customer service skills, technical proficiency, reliability, and the ability to work effectively in a team. Candidates must be fluent in English and at least one other designated language. The company, MMC, has over 35 years of experience in workforce management and is a privately owned business with a large employee base across the United States.

Requirements

Fluent in English and designated second language (Haitian Creole, Spanish, Bengali, Asian dialects, or Russian).
Minimum 2 years of customer service or human services experience (call center preferred).
Experience serving the public or assisting diverse populations is strongly preferred.
Demonstrated ability to deliver professional, empathetic, and accurate service.
Must quickly absorb and apply program knowledge during the training period.
Proficient computer and typing skills required; ability to multitask across applications.
Consistent attendance and punctuality are essential due to high call volume.
Positive, solution-oriented approach with strong collaboration skills.
Clear, courteous, and professional verbal and written communication abilities.
High school diploma or equivalent required.
Operating Systems: Windows 10 or MacOS Catalina (10.15) and above (up to MacOS 12.5 or newer).
Headset: USB plug-and-play wired headset with microphone and noise suppression (Bluetooth not permitted).
Internet: Minimum 25 Mbps download (single user) / 50 Mbps (shared connection), Minimum 5 Mbps upload speed (10 Mbps preferred).
Must use a direct Category 5 (Ethernet) connection to router (no mobile hotspots).
Chromebooks not permitted.

Nice To Haves

Experience serving the public or assisting diverse populations is strongly preferred.

Responsibilities

Respond to incoming enrollment service calls and provide accurate information or mail requested materials.
Educate clients on managed care options and assist in health plan selection.
Process client enrollment and disenrollment requests, ensuring accuracy and completeness.
Maintain thorough knowledge of the New York Medicaid CHOICE Project.
Escalate issues or complex concerns to the Central Operations Supervisor as needed.
Support managed care education and enrollment during high call volumes.
Perform other duties as assigned by Call Center Supervisor or Management.