Bilingual Customer Service Representative

1 Alpha Consulting

2d • $17 • Remote

About The Position

We are seeking a dedicated Bilingual Customer Service Representative to support the Pennsylvania Independent Enrollment Broker (IEB) program. In this vital role, you will help Pennsylvania residents access important waiver and enrollment services by providing clear information, compassionate guidance, and excellent bilingual customer support in English and Spanish.

Requirements

• High school diploma or equivalent (GED).
• Proficiency in both Spanish and English (written and spoken).
• Strong communication, organizational, and customer service skills.
• Sensitivity to the needs of individuals with disabilities and diverse backgrounds.
• Computer literacy including email, data entry, and call center software systems.
• Ability to multitask under pressure in a high-volume environment.
• Successful background clearance: criminal, child abuse, and Med Scan (no record for past seven years).
• No current or prior affiliation with OLTL providers.

Nice To Haves

• Three years of customer service and/or human services experience.
• Knowledge of Pennsylvania Home and Community-Based Services (HCBS) programs.
• Familiarity with medical or assistive technology.
• Experience de-escalating challenging interactions and problem-solving effectively.
• Prior call center or enrollment experience.

Responsibilities

• Respond promptly to inbound calls and emails in both English and Spanish.
• Provide accurate, unbiased information about Pennsylvania’s waiver programs.
• Conduct eligibility screenings and guide callers to appropriate services.
• Schedule and confirm intake appointments for applicants.
• Document customer interactions and outcomes in MAXeb accurately and efficiently.
• Maintain knowledge of program policies, procedures, and resource materials.
• Treat all callers with professionalism, empathy, and cultural sensitivity.
• Identify, document, and escalate urgent or complex cases.
• Follow up on problematic or unresolved situations to ensure continuity of support.
• Perform additional tasks or special assignments as requested by management.

Benefits

• A supportive, collaborative work environment
• Professional development and growth opportunities
• Meaningful work that directly helps individuals and families access care and services
• A mission-driven culture that prioritizes quality, teamwork, and impact.
• Eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period.
• Employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday.

What This Job Offers

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