Bilingual Call Center Agent (Remote)

Job Description

Job Description

Call Center Member Agents are responsible for responding to basic to moderately complex member telephone calls involving eligibility and benefit information.
Your role in our mission

• Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards call to appropriate personnel.
• Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
• Documents calls in a customer relationship management (CRM) ticketing solution, resolves member requests/inquiries and updates CRM history with results of inquiry to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Conducts outbound calls to members in response to customer direction or other business needs.

What we're looking for

• Bilingual (Spanish/English)
• 1 year minimum, prefer more years of customer service or other telephone experience.
• Experience working with organizational functions and personnel.
• Experience working with computer software and telephone technology and skilled in the use of help desk software.

What you should expect in this role

• Business and analytical critical thinking skills.
• Communication skills both written and oral.
• Ability to work independently.
• Ability to follow oral and written directions.
• Ability to navigate Microsoft Word, Microsoft Teams, Microsoft Outlook, and internet browser