Ensure accurate, timely, and efficient customer support
Respond to customer inquiries in a manner that supports the achievement of goals
Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners
Accurately complete necessary documentation, letters, and forms processing
Perform Quality Assurance testing for company software
Research and resolve issues/complaints and determine appropriate resolution(s)
Maintain specific line of business Customer Service standards and support level standards
Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond accurately and consistently
Attend benefit fairs, open enrollment meetings, and client meetings as needed
Support Sales Representatives for any inquiry related to their customer orders
Process claims based on business needs and workflow fluctuations

One to two years of customer service experience in handling moderate to complex customer inquiries
Must be bilingual and able to fluently speak two languages
Available to work any shift, including weekends, holidays, and/or overnight
Demonstrated internet knowledge and understanding of basic internet browser settings
Demonstrated ability to work with multiple software programs, simultaneously
Working knowledge of MS Office package
Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
Excellent interpersonal and rapport-building skills
Ability to ask appropriate and relevant questions to identify customer needs
Proven problem-solving, negotiations, and decision-making skills
Ability to use appropriate discretion and judgment in applying customer/call handling guidelines
Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment

Bilingual Customer Support

Key skills