Remote Bilingual Spanish Customer Service Representative

Valor Global is a company focused on delivering exceptional customer service through its dedicated team. They are seeking a Remote Bilingual Spanish Customer Service Representative to make high-volume outbound calls, engage members, and schedule medical appointments, all while ensuring a professional and personable approach.

Responsibilities:

• Make an average of 200-300 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider
• Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy
• Present a positive, professional, and high-energy approach to clients, health plan members, and team members
• Meet daily appointment setting goals set by the department in an office or remote environment
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested
• Monitor performance results, including appointments, calls, handle time, and productivity, using designated reporting systems
• Report member complaints and escalations immediately to Member Engagement Managers
• Participate in peer side-by-side coaching as needed
• Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities

Requirements:

• Applicants must be Spanish and English Speaking
• This role is for Spanish/English Bilingual Candidates
• 2+ years of general work experience required
• Use of rebuttals is required
• A desire to work in an efficient, results-oriented outbound call center environment
• Persuasive with the ability to rebuttal while treating all health plan members with professional courtesy
• Good communication skills, friendly and conversational
• Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times
• Strong computer skills and the ability to use multiple systems at the same time, while making calls
• Minimum internet speed: 50 Mbps download / 10 Mbps upload
• Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
• Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently
• Confident using browsers, search engines, and understanding online safety
• Employment is contingent upon successfully passing a comprehensive background check
• All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks
• A High School Diploma or equivalent is preferred
• Previous outbound call center or high-volume experience working in a metrics-driven environment, with an auto dialer, and/or using scripts is preferred
• Phone sales
• Inside sales
• Preferred internet speed: 100 Mbps download / 10 Mbps upload
• Jitter threshold: Should be 15ms or lower — higher jitter may result in voice and streaming issues