Bilingual Customer Service Representative

Dallas, TX | Full Time

Post Date: 07/18/2017 Job ID: RM567 Industry: Customer Service

Bilingual Customer Service Representatives must have the following:

Primary Duties & Responsibilities:

  • Support multiple clients, and a range of simple to complex wellness program initiatives, to help provide a positive customer experience.
  • Maneuver and navigate through multiple back office systems to support customers.
  • Demonstrate professional verbal and written communication skills.
  • Meet and strive to exceed department performance goals in relation to quality, production, and schedule adherence.
  • Perform multiple tasks at one time to support all work types, including phone calls, emails, and faxes.
  • Utilize internal Knowledge Base system for all customer interactions to ensure information that is provided to customers is accurate and up to date.
  • Demonstrate empathy and a sincere desire to help our internal and external customers while providing support.
  • Identify and report system and program issues and trends.
  • Document detailed and accurate information in our ticketing tool for every customer interaction.
  • Triage tickets that need additional support to the correct department for handling.
  • Promote first contact resolution by ensuring that issues are handled according to department processes and informing customers of program requirements.
  • Support and guide our customers through navigating the wellness program platform and understanding their program requirements.
  • Monitor open tickets and provide frequent updates to our customers.
  • Protect our customer’s personal health information by abiding by required HIPAA rules and regulations.
  • Maintain and promote a positive outlook and embrace constant change.
  • Exhibit teamwork and collaboration amongst internal and external customers.
  • Promote internal products and services to our customers.
  • Other duties as assigned.

Education, Experience and Certifications:

  • High School Diploma or GED and at least 2 years of experience in a customer service environment required.
  • Must be able to work between the hours of Monday through Friday 7:00 am to 7:00 pm and Saturday 8:00 am to 5:30 pm.
  • Proficiency with Internet Explorer and MS Word is required, experience with Excel and Outlook is preferred.
  • Able to accurately type 30 wpm.
  • General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, web browsers and email applications.
  • Previous technical software support experience is not required, but highly desired.
  • Bi-Lingual (English/Spanish) preferred.

Other Knowledge, Skills, and Abilities :

  • Demonstrated ability to be a team player, follow direction, and have an enthusiastic and positive attitude.
  • Active listener and communicator with a clear and pleasant speaking voice demonstrating a strong focus to customer service.
  • Courteous and patient individual that is a motivated self-starter.
  • Organized, detail oriented, and be punctual to work, meetings, and training sessions.
  • Ability to work independently, problem solve, and make decisions based on established guidelines with minimal supervision.
  • Ability to adapt to frequent changes, delays, and unexpected events.
  • Exercise good judgment, keeping in mind company policies and procedures.
  • Ability to easily learn and accurately enter data in a computer software application for program documentation.

Renee Mesecher

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