Bilingual Customer Service Representative

Bilingual Tier 1 Service Desk Representative (SDR)

Program Supported: The No Surprises Help Desk (NSHD), operated by the Centers for Medicare & Medicaid Services (CMS) to protect consumers from unexpected medical bills.

• Inbound Call Support : Handling English and Spanish inbound calls via a cloud-based telephony solution
• Customer Assistance : Answering general questions regarding billing protections, helping customers file complaints, and providing status updates on existing complaints
• Quality Service : Identifying the reason for calls, addressing customer inquiries accurately and efficiently, and maintaining professional telephone etiquette

Qualifications & Requirement

• Education : High school diploma or GED
• Experience : 2 or more years of customer service experience
• Language Skills : Fluent in speaking, reading, and writing in Spanis h and English
• Work Authorization/Residency : Must be a U.S. Citizen or authorized to work in the U.S., and must have been a U.S. resident for at least 3 years within the last 5 years
• Preferred Experience : Experience with insurance billin g or Medicare/Medicai d is highly preferred

Preferred Skills & Schedule

• Technical & Soft Skills : Proficient in MS Office (Word, Excel, Outlook), strong communication and interpretive skills, and the ability to thrive in a fast-paced, deadline-driven environment
• Training : Includes a 2-week onboarding period (1 week of instructor-led virtual training followed by 1 week of job shadowing)
• Available Shifts (Eastern Time)
• Option 1 : Sunday (9:45 AM – 6:15 PM) & Monday – Thursday (11:45 AM – 8:15 PM)
• Option 2 : Sunday (9:45 AM – 6:15 PM) & Monday – Thursday (7:45 AM – 4:15 PM)