Bilingual Customer Service Representative, Spanish/English

Description:
• As a Client Service Specialist (CSS), you will be an integral part of our call center operations, offering first-line support and guidance to our clients' employees regarding their benefit programs.
• You'll have the opportunity to work with a variety of vendor systems, gain an in-depth understanding of diverse benefit designs, and help our members maximize their benefits.
• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
• Update and maintain member demographic information across internal and external systems.
• Capture and advise on the plan elections, aiding employees in understanding and utilizing their benefits fully.
• Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
• Manage a high volume of calls, employing de-escalation tactics and striving for first-call resolution.
• Maintain detailed call logs to ensure thorough follow-up and resolution of member inquiries.
• Participate in outreach campaigns, fostering strong relationships with our clients and their employees.

Requirements:
• Exceptional communication skills, with the ability to clearly and empathetically assist callers.
• Basic understanding of employee benefits, insurance terminology, and related products/services.
• Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly.
• Experience with office equipment and technologies (fax, copier, postage machines).
• Capability to manage high call volumes, especially during peak times, while maintaining a positive and professional demeanor.
• A team player who thrives in collaborative environments but can also work independently.

Benefits:
• Competitive salary + benefits
• Opportunities for professional growth and development within a supportive and dynamic team.
• A culture that values work-life balance, with flexible working arrangements to accommodate office and remote work preferences.
• Engagement in meaningful work that directly impacts the well-being and satisfaction of our clients and their employees.

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