Position Overview
We are looking for a friendly and dependable Bilingual Member Services Call Center Representative to join our team. This position is responsible for assisting members by phone and helping them understand their coverage, eligibility, benefits, and available services.
You will serve as an important point of contact for members, using your communication and problem-solving skills to answer questions, research information, and ensure each interaction is handled professionally.
What You'll Do
- Handle a steady volume of inbound calls from members and provide knowledgeable, courteous assistance.
- Help members understand questions related to coverage, eligibility, benefits, and services.
- Investigate customer questions using internal systems and available resources to determine the appropriate resolution.
- Enter detailed notes and update customer records following each interaction.
- Track and manage member requests through a CRM or ticketing system.
- Work with internal departments and supervisors when an issue requires additional research or resolution.
- Transfer or escalate calls when appropriate.
- Place outbound calls to members when follow-up or additional information is needed.
- Follow established procedures, quality standards, and response-time expectations.
- Protect confidential member information and maintain professionalism throughout every customer interaction.
What You'll Bring
- Fluent Spanish and English communication skills.
- At least 6 months of customer service, call center, or telephone-based experience.
- Strong verbal communication and active listening abilities.
- Good judgment and problem-solving skills.
- Ability to research information and provide accurate answers.
- Strong attention to detail when entering information and documenting customer interactions.
- Comfortable working independently while also contributing to a team environment.
- Ability to follow established processes and instructions.
Technology Skills
You should be comfortable using computers and working between multiple applications while speaking with customers. Experience with the following is helpful:
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Internet browsers
- CRM or ticketing systems
- Telephone and call center technology
The Ideal Candidate
The successful candidate is patient, professional, organized, and customer-focused. You should be comfortable speaking with a variety of people, handling multiple tasks at once, and finding solutions to customer questions in a fast-paced call center environment.
If you enjoy helping people and are bilingual in Spanish and English, we'd love to hear from you!
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