Bilingual Contact Center Representative I
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Job Description
Bilingual Contact Center Representative ensuring positive member experiences and product support. Responding to inquiries and resolving issues while maintaining high standards in service quality.
Responsibilities:
- Respond to customer inquiries, providing clear and accurate information about products and services (50%).
- Research and resolve member issues, escalating when needed to meet service timelines (30%).
- Ensure customer satisfaction through effective communication, de-escalation, and follow-up (20%).
- Collect and analyze customer feedback for process improvement.
- Support division projects related to customer service activities and administrative functions.
Requirements:
- High school diploma or equivalent; Associate degree preferred.
- 2+ years of customer service or telephonic experience.
- Bilingual in Spanish and English
- Familiarity with company policies and service procedures.
- Strong communication and problem-solving skills.
- Preferred: Experience in a contact center environment.
- Proficiency with customer service technologies and systems.
- Ability to work in a fast-paced environment and manage multiple tasks.
Benefits:
- A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
- An annual incentive bonus plan
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
- A supportive, responsive management approach and opportunities for career growth and advancement
- Paid parental leave and adoption/surrogacy assistance
- An employee giving program that double matches your donations to eligible nonprofits and schools
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