Experienced Full Stack Bilingual Customer Service Representative – Multilingual Support for Health Plan Partners

About Us

At Workwarp, we're dedicated to providing exceptional customer service to our health plan partners and their members. As a leading provider of transportation services, we understand the importance of effective communication and empathy in addressing the unique needs of our clients. Our team is passionate about delivering outstanding support, and we're seeking a highly skilled and bilingual Customer Service Representative to join our remote team.

Job Summary

We're looking for an experienced and bilingual Customer Service Representative to provide prompt and courteous support to our health plan partners and their members. As a key member of our team, you'll be responsible for handling inbound calls in both English and Spanish, addressing inquiries about our transportation services, and ensuring that our members receive exceptional support. If you're a highly motivated and empathetic individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Handle inbound calls in both English and Spanish from health plan members and representatives, regarding transportation services offered through our health plan.
• Meet or exceed productivity metric goals, including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey.
• Follow all HIPAA and compliance protocols to ensure the protection of all members' protected health information (PHI).
• Escalate transportation and customer service concerns to contact center leadership team.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

Essential Qualifications

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
• Fully bilingual: English/Spanish.
• High School degree or equivalent.
• Ability to sit for 8 hours or more a day wearing a headset.
• Secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift.
• Download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.

Preferred Qualifications

• Excellent written, communication, and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• Ability to adapt to high and fast-paced call volume.

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills in both English and Spanish.
• Empathy and patience when interacting with members.
• Attention to detail during data entry and while speaking with members.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong problem-solving and critical thinking skills.

Career Growth Opportunities and Learning Benefits

We're committed to supporting the growth and development of our team members. As a Customer Service Representative, you'll have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Regular feedback and coaching to help you achieve your goals.
• A supportive and collaborative work environment that encourages open communication and teamwork.
• Opportunities for career advancement and professional growth within the company.

Work Environment and Company Culture

We're a remote-friendly company that values flexibility and work-life balance. As a Customer Service Representative, you'll have the opportunity to work from home and enjoy a comfortable and distraction-free workspace. Our company culture is built on the principles of empathy, respect, and open communication, and we're committed to creating a positive and inclusive work environment for all our team members.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $16.50 per hour.
• 401(k) and 401(k) matching.
• Dental insurance.
• Health insurance.
• On-the-job training.
• Paid time off.
• Referral program.
• Vision insurance.
• Work from home.

Application and Selection Process

To apply for this exciting opportunity, please submit your application through our website. We'll review all applications and contact selected candidates for a virtual interview. If you're selected for the next round, you'll have the opportunity to discuss your qualifications and experience in more detail.

Conclusion

We're excited to welcome a highly skilled and bilingual Customer Service Representative to our team. If you're passionate about delivering exceptional customer service and have a strong commitment to empathy and communication, we encourage you to apply for this opportunity. Don't miss out on the chance to join a dynamic and supportive team that values your growth and development.

Apply now and take the first step towards a rewarding new role!