Bilingual Remote Customer Service Representative
About The Position
This role focuses on delivering the highest level of customer service experience through various channels including phone calls and online chat. Responsibilities include answering customer calls, resetting passwords, assisting with account creation, uploading documents, answering general questions, helping customers manage their accounts, and verifying eligibility for coverages or reviewing healthcare options. The position also involves problem-solving to find creative solutions to consumer issues and diagnosing/assessing/resolving problems in a timely manner. Additionally, representatives are expected to be experts on the company, product, and policies, demonstrating flexibility with changing project updates and corporate values. Extensive self-study, training, and testing are required, with eligibility for training and certifications dependent on passing exams. Adherence to regulated communication guidelines and defined procedures/policies is mandatory. Administrative duties include inputting customer information into a database and other assigned tasks.
Requirements
- Customer service at a high level is preferred, but they are open to a PROFESSIONAL retail/food service background
- High level food service/retail background required
- RECENT work history - no large gaps in their tenure or recent history
- Must be able to troubleshoot issues they face with equipment while working from home (Internet Familiarization Assessment required)
- Unable to demonstrate understanding of a workflow process
- Unable to provide well-rounded responses to specific questions/ short answers
- In conversation, demonstrates the inability to understand and follow policy and procedures
- In conversation, demonstrates lack of productivity, professionalism, or interest in being helpful to others
- Bilingual in Spanish
Nice To Haves
- Customer service at a high level
- Call center experience
Responsibilities
- Answer customer calls
- Reset Passwords
- Assist with creating accounts
- Uploading documents
- Answering general questions
- Engage with customers over the phone and reply to online chat inquiries
- Help customers manage their accounts
- Verify eligibility for coverages/review healthcare options etc.
- Find creative solutions to any, and all, consumer problems that arise
- Diagnose, assess, and resolve problems or issues in a timely manner
- Display flexibility and willingness to accept constantly changing project/program updates
- Demonstrate corporate values on a consistent basis
- Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications are dependent upon passing required exams
- Adhere to regulated guidelines for communications via all channels
- Interpret and follow defined procedures and policies
- Input customer information into a database
- Various administrative duties as assigned
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
