Bilingual Customer Service Representative

Bilingual Customer Service Representative

We are seeking a Bilingual Customer Service Representative to help support our Pennsylvania Enrollment Assistance Program (EAP). The Bilingual Customer Service Representative Enrollment Specialist works from home to provide information and support to Medical Assistance customers regarding benefits and program services. This position involves responding to inquiries via phone, IVR, and web portals in a contact center environment.

Your Impact:

• Respond promptly to customer inquiries received by telephone, interactive Voice Response (IVR), or web-based portals.
• Document details of interactions, including inquiries, complaints, comments, and actions taken.
• Follow standard operating procedures to ensure consistent and accurate customer service.
• Resolve routine customer problems or escalate unresolved issues appropriately.
• Communicate concerns or potential needs with supervisors and relevant departments.
• Assists call center supervisors and Quality Assurance/Training departments as needed.
• Perform accurate data entry related to customer interactions.
• Educate Medical Assistance consumers about physical and behavioral health services and providers available through the Health Choices Program.
• Maintain up-to-date knowledge of the Enrollment Assistance Program and Health Choices Program referencing the Maximus knowledge base.
• Perform other duties as assigned by management.

These responsibilities are not meant to be all-inclusive; additional tasks may be assigned.

Minimum Qualifications:

• High school diploma or GED required.
• Previous experience in call center or customer services role preferred.
• Ability to use multiple computer screens and software applications simultaneously.
• Clear verbal communication and phone etiquette skills.
• Ability to learn and apply new information quickly.
• Competency in reading and adhering to client-approved scripts.
• Comfort performing in a fast-paced, goal-oriented work environment.
• Basic computer skills include joining Zoom calls, typing, and using email.
• Fluent in English and Spanish.
• Must reside within Pennsylvania.
• Must have a private workspace with consistent high-speed internet (minimum 20 Mbps download/upload).
• Ability to adhere to attendance and time-off policies consistently.

Standout Qualifications:

• Strong multitasking and time management skills in a remote work environment.
• Prior experience in healthcare or government program customer service.
• Proficiency with contact center systems and CRM platforms.
• Ability to maintain professionalism and empathy in high-volume call situations.
• Self-motivated with excellent attention to detail and problem-solving skills.

Pay Range: $17.50/hr. After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization.

Why join us? At 1 Alpha Consulting LLC, we know people are our greatest asset. You'll be part of a team that values:

• A supportive, collaborative work environment.
• Professional development and growth opportunities
• Meaningful work that drives positive results for organizations, clients, and communities in fields ranging from technology and management consulting to outreach, engineering, and operations.
• A mission-driven culture built on service, trust, innovation, and measurable impact- regardless of the type of project or client.

Equal Opportunity Employer Statement: 1 Alpha Consulting is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application process or hiring process, contact our Human Resource team at View email address on click.appcast.io.