About this role
Role Overview
- represents the company by addressing incoming telephone, digital, or written inquiries from Medicare members.
- performs varied activities and moderately complex administrative / operational / customer support assignments.
- handle 20 to 35 inbound calls daily from Medicare members with a focus on high-quality service and one-call resolution.
- accurately record details of inquiries, comments or complaints, transactions, or interactions, and take appropriate action accordingly.
- escalate unresolved and pending customer grievances.
- follow standard policies / practices that allow for some opportunity for interpretation / deviation and / or independent discretion.
Requirements
- You must currently live in the Commonwealth of Puerto Rico.
- You must be fully Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance.
- 1+ years of customer service experience
- demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail while also actively listening to their needs.
- prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously.
- proficient with Microsoft Office applications, particularly Outlook and Teams
- Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information.
- take strong initiative with the ability to adapt to change quickly and be empathetic.
Benefits
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance