Remote Spanish/English Speaking Customer Service Representative

Carrie Rikon & Associates

12h•Remote

About The Position

This is a fully remote, long-term, full-time temporary position for a Customer Service Representative (CSS) to join our call center operations. You will provide first-line support and guidance to clients' employees regarding their benefit programs. This role involves working with various vendor systems, understanding diverse benefit plans, and assisting members in maximizing their benefits. The position requires fluency in both Spanish and English, previous customer service experience, and the ability to manage a high volume of calls while maintaining a professional demeanor.

Requirements

Must be fluent in both Spanish and English (spoken and written).
Previous customer service experience is required.
Exceptional communication skills with the ability to clearly and empathetically assist callers.
Basic understanding of employee benefits, insurance terminology, and related products/services.
Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly.
Experience using standard office equipment and technologies (fax, copier, postage machines).
Ability to manage a high volume of calls, especially during peak periods, while maintaining a positive and professional demeanor.
A team player who thrives in a collaborative environment but is also able to work independently.

Nice To Haves

Healthcare industry experience is a plus, but not required.

Responsibilities

Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
Update and maintain member demographic information across internal and external systems.
Capture and advise on plan elections, helping employees understand and fully utilize their benefits.
Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
Manage a high volume of calls while employing de-escalation techniques and striving for first-call resolution.
Maintain detailed call logs to ensure thorough follow-up and timely resolution of member inquiries.
Participate in outreach campaigns, fostering strong relationships with clients and their employees.
Collaborate with a team of Account Specialists and Managers to monitor and resolve pending eligibility issues.