Bilingual Customer Service Representative – Spanish

Title: Bilingual Customer Service Representative – Spanish
Department: Customer Service Center - Inbound

Scope/Impact

The Customer Service Representative role is key to our success as an organization. Our Customer Service Representatives are often the primary contact many of our customers and participants have with P&A. The successful incumbent will actively demonstrate empathy, positive can-do behaviors with a keen desire to learn. Under direct supervision, and utilizing the training received, the Customer Service Representative’s function is to provide effective and accurate responses to our callers, using in-depth knowledge of the customer’s plan(s) and program(s) as well as communicating effectively with internal team members throughout the department and organization. Strong proactive problem-solving and troubleshooting skills are key components of this role.

This position will be a part of our next Customer Service Training Group for December 1, 2020.

Essential Functions

  • Answer incoming calls in both English and Spanish, interpret caller’s question/problem and provide resolution; researching solution(s) using available software, systems and processes
  • Provide individual participants guidance and resources on plan terms/content and eligibility in compliance with applicable regulations
  • Strive for first call resolution for all inquiries
  • Maintain data protection, privacy, security and maintain HIPAA compliance for participants and clients
  • Follow up with participants or administrators via phone or email to resolve open issues
  • Be logged into phones and chat software and available to take chats at all times. On chats always using excellent spelling and grammar
  • Assist less experienced representatives as appropriate
  • Proactively look for call trends and patterns and escalate suggestions for system/process improvements to Management based on observations and participant feedback
  • Accountability: Be ready to start work at scheduled start time; take responsibility for your workload and your own actions
  • Log all calls and chats in Flex Connect; complete all required documentation
  • Follow communication procedures, respond using appropriate decision trees, guidelines and policies

Other Functions

  • Perform folding and stuffing for Group Insurance Department as needed
  • Pre-index claims that are in Onbase when time permits
  • Completes any additional assignments as requested by the executive/management team members
  • Provide mentoring/support of team
  • Position incumbent is required to use some independent judgment to understand and apply decisions related to departmental policies and procedures, and administrative practices 

Minimum Requirements

  • High School Diploma or equivalent 
  • Experience in a customer service/Call Center setting is a plus
  • Fluent in Spanish Language

Skills/Knowledge/Competencies

  • Strong sense of accountability & initiative with a proven ability to see an issue through to resolution
  • Demonstrated ability to effectively manage multiple priorities utilizing effective organizational and time management practices
  • Self-starter with the ability to work independently in a fast-paced environment with critical deadlines
  • Solid oral and written communication skills with ability to convey one’s message with diplomacy and tact using proper grammar, sentence structure and spelling
  • Ability to effectively interact, present information, and respond to questions from customers, colleagues and management
  • Ability to interact with all levels of management and team members with professionalism
  • Strong attention to detail
  • Proficient in Word and Excel
  • Working knowledge of alternative support systems used within P&A Group

Working Conditions

Fast paced work environment; flexibility to work schedules as required due to changing business demands. Occasional overtime is required. The work environment is moderately sedentary and typical of general office conditions with regard to standing, sitting, walking and lifting; no adverse conditions.

An equal opportunity employer and a smoke, drug and alcohol-free workplace.