We are seeking a Bilingual Senior Customer Service Representative (English/Spanish) to support a high-volume client services program. This role is responsible for assisting customers, providers, and stakeholders by delivering exceptional service, resolving complex inquiries, processing program transactions, and ensuring compliance with established policies and procedures.
This is a fully remote opportunity for candidates residing anywhere within the United States and is okay with EST.
Must be fluent in Spanish and English Key Responsibilities
- Respond to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms
- Provide accurate information regarding eligibility, enrollment, services, and program requirements
- Investigate and resolve complex or escalated cases across multiple service channels
- Research case histories and analyze information from multiple systems
- Process enrollments, disenrollments, and other program transactions while meeting quality and compliance standards
- Review and interpret customer, provider, beneficiary, and system data
- Maintain current knowledge of program policies, procedures, and compliance requirements
- Serve as a liaison between internal departments, health plans, and external partners
- Support operational functions including contact center activities, research, forms processing, and related administrative work
- Identify operational risks and proactively escalate concerns when appropriate
- Provide feedback regarding training, performance, and process improvement opportunities
- Recommend workflow and procedural enhancements to improve efficiency and accuracy
- Review knowledge base materials and suggest updates as needed
- Participate in audits, special projects, and organizational initiatives
- Assist with training and knowledge-sharing activities
- Build and maintain professional working relationships with internal and external stakeholders
- Meet established productivity, quality assurance, and performance metrics
- Protect confidential customer and program information
- Perform additional duties as assigned
Minimum Qualifications
- High School Diploma or GED required
- Minimum 1 year of relevant professional experience required
- Equivalent combination of education and experience may be considered
- Fluent in both English and Spanish
- Strong communication, problem-solving, and customer service skills
- Ability to work independently in a remote environment
- Comfortable navigating multiple computer systems simultaneously
Training Information
Training attendance is mandatory, and time off during training is not permitted.
Training Schedule:
- Monday through Friday
- 8:00 AM to 4:30 PM EST
Training Duration:
- 4 weeks of classroom training
- Followed by 2 to 3 weeks of nesting/on-the-job training
Important:
- 100% attendance is required throughout training and nesting
- Candidates must have no preplanned time off during this period
- Agents will be required to remain on camera throughout training and nesting
- Failure to meet attendance requirements may result in termination
Work Schedule
Hours of Operation:
- Monday through Friday
- 8:00 AM to 7:00 PM EST
Expected Shift:
- Most likely 10:30 AM to 7:00 PM EST
- Schedule subject to change based on business needs
Equipment & Internet Requirements
Equipment will be provided by the client.
Internet & Home Office Requirements
Candidates must have a reliable, high-speed internet connection.
Minimum Recommended Internet Speed:
- 50 Mbps download
- 20 Mbps upload
Internet Requirements:
- Traditional wired internet service only
- No cellular-based internet providers (including T-Mobile Home Internet, Verizon Mobile Internet, etc.)
- Proof of internet speed will be required
Candidates may use:
- Google Speed Test
- Speedtest.net
to provide a screenshot of internet speed results upon request.
Choose 1st Choice — we care about our people, offer great benefits, and create real opportunities to grow. With 20+ years of nationwide staffing success, we're here to help you thrive. We’re an equal opportunity employer and welcome all qualified applicants.