Bilingual Customer Service Representative

1 Alpha Consulting•East Pennsboro Township, PA

17d•$17 - $18•Remote

About The Position

We are seeking a Bilingual Customer Service Representative to help support our Pennsylvania Enrollment Assistance Program (EAP). The Bilingual Customer Service Representative Enrollment Specialist works from home to provide information and support to Medical Assistance customers regarding benefits and program services. This position involves responding to inquiries via phone, IVR, and web portals in a contact center environment.

Requirements

High school diploma or GED required.
Ability to use multiple computer screens and software applications simultaneously.
Clear verbal communication and phone etiquette skills.
Ability to learn and apply new information quickly.
Competency in reading and adhering to client-approved scripts.
Comfort performing in a fast-paced, goal-oriented work environment.
Basic computer skills include joining Zoom calls, typing, and using email.
Fluent in English and Spanish.
Must reside within Pennsylvania.
Must have a private workspace with consistent high-speed internet (minimum 20 Mbps download/upload).
Ability to adhere to attendance and time-off policies consistently.

Nice To Haves

Previous experience in call center or customer services role preferred.
Strong multitasking and time management skills in a remote work environment.
Prior experience in healthcare or government program customer service.
Proficiency with contact center systems and CRM platforms.
Ability to maintain professionalism and empathy in high-volume call situations.
Self-motivated with excellent attention to detail and problem-solving skills.

Responsibilities

Respond promptly to customer inquiries received by telephone, interactive Voice Response (IVR), or web-based portals.
Document details of interactions, including inquiries, complaints, comments, and actions taken.
Follow standard operating procedures to ensure consistent and accurate customer service.
Resolve routine customer problems or escalate unresolved issues appropriately.
Communicate concerns or potential needs with supervisors and relevant departments.
Assists call center supervisors and Quality Assurance/Training departments as needed.
Perform accurate data entry related to customer interactions.
Educate Medical Assistance consumers about physical and behavioral health services and providers available through the Health Choices Program.
Maintain up-to-date knowledge of the Enrollment Assistance Program and Health Choices Program referencing the Maximus knowledge base.
Perform other duties as assigned by management.
These responsibilities are not meant to be all-inclusive; additional tasks may be assigned.