Bilingual Customer Service Representative
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Job Description
Customer Service Representative ensuring timely and courteous resolution of customer inquiries. Documenting detailed information and engaging in effective communication in English and Spanish.
Responsibilities:
- Communicates in a clear and concise manner (whether orally or in writing) using business English and Spanish, correct grammar, and precise vocabulary; learns to make complex insurance topics accessible to a wide audience and explain benefits without resorting to jargon; develops the ability to listen, comprehend what is being said, and ask appropriate questions that help lead to issue resolution; and keeps accurate and complete electronic notes of conversations in the appropriate software systems.
- Interacts directly with customers, which may include members, groups, and providers to resolve issues related to the products and services and health insurance plans offered by ABCBS and its family of companies; and completes interactions based on company standards and directives as well as within state and federal guidelines such as the privacy rules enumerated in HIPAA guidelines.
- Always conducts him/herself in a positive and professional manner, addressing others with politeness, etiquette, and tact; handles confrontational situations with empathy but also in such a manner as to reach fact-based objective conclusions and resolve; and gains conclusive agreement through negotiation.
- Becomes an expert on benefits and eligibility for health insurance plans supported by multiple lines of business, as requested; and knows where and how to find information pertinent to providing superior customer service.
Requirements:
- High school diploma or equivalent.
- Minimum two (2) years' experience in a specialized customer service environment.
- OR two (2) years' college coursework (at least 48 credit hours) plus one (1) year experience in a specialized customer service environment.
- Bilingual in Spanish (written and spoken) required.
- Customer Resolutions
- Multitasking
- Active Listening
- Keyboarding
- Work Independently
- Independent Thinking
- Organized
- Detail Oriented
- Oral & Written Communications
- Customer Service
- Problem Solving
- Computer Literacy
- Ability to work in a high stress environment.
Benefits:
- Tuition reimbursement.
- Club Blue, a free, onsite gym to encourage exercise.
- Green Leaf Grill and Green Leaf Grill Express, onsite restaurants in Little Rock that promote healthy eating.
- Incentives for wellness education and exercise
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