Bilingual Customer Service Representative

Role: Call Center Customer Service Representative (CSR)

Duration: 6 Months Contract

Location: Remote (Eastern Time Zone only)

Job Responsibilities:

• Responds to enrolment services calls, provides responses to questions, mails information in response to request, and refers callers in the event of problems or concerns.
• Educates clients on managed care.
• Assesses client’s health care needs and assists clients in choosing a health plan.
• Maintains updated knowledge of the New York Medicaid CHOICE Project.
• Assists clients in enrolling/disenrolling in health plans.
• Receives and sorts enrolment/disenrollment forms.
• Reviews enrolment forms for accuracy and completeness.
• Raises issues of concern and/or problems to the attention of the Central Operations Supervisor.
• Performs managed care education and enrolment services when call volume warrants.
• Some Saturday work is required.
• Performs other duties as may be assigned by the Call Center Supervisor or Management.

General Requirements

• Great customer service skills be ready to prove your skills straight from the start and show that you have what it takes!
• Ability to learn a new program and apply that knowledge: The training period is critical. It’s when you’ll develop the foundation to be successful in your position. Don’t daydream during training!
• Computer skills: You must be able to type (the faster, the better!) and know how to use a computer by second nature.
• Can-do Attitude: This is a busy work environment and a supportive one. The most successful CSRs are those that know the program, are congenial with their colleagues, and look for new opportunities to support the program and their colleagues.
• Prior Customer Service experience: The CSR position is based on providing great customer service and our staff do it exceptionally well. Having prior experience in a customer service-based position provides the foundation to excel in this position, along with experience in call centre environment. Two years of human services experience or experience dealing with the public is required.
• Effective communication skills; ability to follow directions: ability to interact courteously and effectively with a variety of people; ability to handle pressure and perform multiple tasks

EDUCATION REQUIREMENTS

• High school diploma or equivalent required

Remote Work Requirements

• Operating System: Windows 11 or macOS 10.15 (Catalina) or newer
• Headset: USB-wired with microphone and noise cancellation (no Bluetooth)