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

Default Brand; United States; Remote; USD 21,000 - 30,000; Full time

Job summary

The Customer Service Representative II (Phones) at SaviLinx, LLC delivers superior customer service in a remote, high-demand environment for a contract, handling English and Spanish inquiries. This is a Home-based role with potential on-site mailroom duties and mentoring responsibilities for fellow CSRs.

Required are strong English/Spanish communication, 2+ years in a contact center, and high school completion; college experience is preferred.

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 ability to work independently are essential.
• Excellent organizational, written and oral communication skills both in English and Spanish.
• Computer proficiency with the ability to navigate between multiple 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.

Responsibilities

• Coordinates claims electronically and via telephone in English and Spanish.
• Handles eligibility inquiries in English and Spanish across lines of business.
• Meets SLA and quality goals for call center metrics.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Documents all customer information and communications in CRM.
• Occasional on-site work in the mailroom.
• Maintains knowledge of client requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

Skills

Time management

Bilingual communication (English/spani

Multitasking across screens

Customer service oriented

Education

High school diploma or equivalent

2+ years of college preferred

College degree preferred

Tools

CRM software

Job description

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

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

DEPARTMENT: Operations

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, advancedtechnologyand 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 RESPONSIBILITIY

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

Qualifications

Education

Required

High School or better.

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.