Customer Experience Agent (Bilingual Spanish)

TEKsystems•Houston, TX

5d•$22 - $24•Onsite

About The Position

We are seeking compassionate and customer-focused Bilingual Customer Experience Agents to support members in a fast-paced healthcare contact center environment. As the first point of contact, you will play a critical role in delivering exceptional service, building trust, and helping individuals navigate healthcare-related questions and concerns. This position is ideal for individuals who are passionate about helping others, excel in customer-facing roles, and thrive in an environment where empathy, problem-solving, and accountability are key to success.

Requirements

Fluent in both English and Spanish.
Minimum of 2 years of customer-facing experience.
Experience in one or more of the following environments: Call Center, Healthcare, Hospitality, Technical Support, Customer Service, Health Insurance.
Strong customer service and communication skills.
Demonstrated empathy and ability to connect with customers from diverse backgrounds.
Ability to work effectively in a structured, performance-driven environment.
Strong problem-solving and critical-thinking abilities.
Comfortable using multiple computer systems and applications simultaneously.
Ability to handle sensitive and confidential information professionally.

Nice To Haves

Experience supporting healthcare or health insurance members.
Bachelor's degree.
Internship or professional work experience while pursuing a degree.
Experience managing complex customer situations requiring coordination across multiple departments.
Background in high-touch service environments focused on customer satisfaction and retention.

Responsibilities

Respond to inbound member inquiries with professionalism, empathy, and urgency.
Assist members with questions related to healthcare benefits, claims, enrollment, coverage, and clinical services.
Guide members through complex issues while coordinating with internal teams to ensure complete resolution.
Build trust through active listening, personalized support, and a customer-first approach.
De-escalate concerns and provide reassurance during challenging situations.
Accurately document all interactions within company systems.
Navigate multiple applications and systems simultaneously while maintaining a positive member experience.
Identify trends and provide feedback to support process improvements and enhance the customer experience.
Adhere to all company policies, operational procedures, and regulatory compliance requirements.
Maintain performance standards related to quality, productivity, and member satisfaction.