Bilingual Representative II, Customer Service Operations

Cardinal Health

2d•$16 - $23

About The Position

What Customer Service Operations contributes to Cardinal Health Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution. Job Summary This Bilingual Representative II, Customer Service Operations is responsible for providing exceptional service to members by handling inbound and outbound calls, addressing inquiries, resolving concerns, and processing product reorders. This role focuses on delivering accurate, timely, and professional support to ensure member satisfaction and retention.

Requirements

High School Diploma, GED, or equivalent work experience, preferred
1–3 years of customer service experience in a call center environment, preferred
Fluent in English and Spanish (able to communicate clearly and effectively in both languages, verbally and in writing)
Strong customer service skills with a proven ability to resolve issues and meet performance goals
Basic knowledge of, or ability to learn, customer service processes and best practices
Demonstrated success in achieving KPIs and objectives
Proficiency in basic math and business calculations
Working knowledge of computer systems and data entry; ability to learn new platforms quickly
Basic proficiency in Microsoft Office applications (Word, Excel, Outlook)

Responsibilities

Answer inbound calls and make outbound calls as needed to assist members with orders, inquiries, and concerns.
Process product reorders accurately and efficiently, starting with diabetic testing supplies and CGM products; expand to other product lines after initial training.
Provide professional and courteous service to resolve member issues on the first call whenever possible.
Escalate complex issues via email to leadership or other departments when necessary.
Maintain accurate member records by updating information in company systems promptly.
Meet performance metrics including Average Handle Time (AHT), First Call Resolution (FCR), call volume targets (60+ calls per day), and other KPIs.
Adhere to HIPAA guidelines and safeguard all confidential member information.
Participate in ongoing training to learn new products and improve service quality.
Collaborate with team members and other departments to ensure seamless member support.
Attend required meetings and contribute feedback to improve processes and policies.
Perform additional responsibilities or special projects as assigned.