Customer Service Agent II Bilingual (Spanish/English $18.50hr/$1 Pay For Performance Remote)

SaviLinx; Lawrence (MA); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Work from home

Job summary

SaviLinx LLC is seeking a Customer Service Representative II (Phones) that supports a contract, working from home in a bilingual English/Spanish capacity. You will resolve inquiries, navigate CRM systems, and meet SLA targets while delivering high-quality service.

On-site presence is occasional, with flexible hours typically Mon-Fri 8-5. Ideal candidates bring 2+ years of college and contact center experience, plus strong organizational and communication skills in English and Spanish.

Qualifications

• Bilingual English/Spanish with strong communication and empathy.
• Experience in a contact center or customer service environment preferred.
• Proficient in navigating multiple screens and CRM systems.

Responsibilities

• Handle English and Spanish customer inquiries via phone, email, and chat.
• Meet SLA and quality targets in a high-demand environment.
• Document interactions in the CRM system and maintain data accuracy.
• Provide mentoring and training to other CSRs as needed.

Skills

Bilingual Spanish/English

Customer service

Strong communication

Education

High school diploma or equivalent

Some college (2+ years) preferred

Tools

CRM software

Job description

JOB TITLE: Customer Service Representative II Phones Bilingual (Spanish/English) ($18.50/hr + $1/pay for performance)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES

• Make every interaction Count
• Act with Respect and Integrity
• Demonstrate Passion for Continuous Improvement
• Be Worth of Trust from all Stakeholders

OVERVIEW

The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position.

ESSENTIAL FUNCTIONS

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Coordinates claims electronically and via telephone both in English and Spanish.
• Handles eligibility inquiries both in English and Spanish and all lines of business.
• Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Meets demands for privacy, confidentiality, precision.
• Documents all customer information, communications in Customer Relationship Management (CRM) system.
• Occasional on-site work in our mailroom
• Maintains a working knowledge of our clients' requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

SUPERVISORY RESPONSIBILITY

This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS

This position requires full, flexible availability, although will generally be M-F 8-5.

QUALIFICATIONS

• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required.
• 18 years of age or older
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills both in English and Spanish.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.
• College degree preferred.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.