Bilingual (Spanish) Remote Customer Service Representative
About The Position
We are seeking a Bilingual (Spanish) Remote Customer Service Representative to deliver the highest level of customer service experience. This role involves engaging with customers over the phone and via online chat, assisting them with account management, password resets, account creation, document uploading, answering general questions, and verifying eligibility for coverages or healthcare options. A key aspect of this position is problem-solving, where you will find creative solutions to consumer issues and diagnose/resolve problems in a timely manner. You will also be expected to become an expert on the company, its products, and policies, demonstrating flexibility with project updates and adhering to corporate values. Extensive self-study, training, and testing are required, with eligibility for certifications dependent on passing exams. You must adhere to regulated communication guidelines and follow defined procedures and policies. Administrative duties include inputting customer information into a database and other assigned tasks.
Requirements
- Bilingual in Spanish
- Professional retail/food service background
- Recent work history - no large gaps in 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
Nice To Haves
- Customer service at a high level
- Call center experience is preferred
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
