Customer Service Representative

Amerit Consulting; Houston (TX); Remote; USD 21,000 - 34,000; Full time

Job summary

Amerit Consulting is seeking an accomplished Bilingual Customer Service Representative for a 6-month work-from-home assignment. The role supports a Fortune 1000 client in government health and human services, with training and nesting periods and strict equipment and space requirements for a quiet, private home office.

Primary languages include Spanish and several Asian languages, with 40 hours/week during PST hours.

Qualifications

• HS diploma or GED required.
• 2-3 years of Customer Service experience within healthcare/insurance/pharma call center industry.
• Primary languages include Spanish and multiple Asian languages and English.

Responsibilities

• Answer incoming calls from consumers and enrollees per policy and privacy rules.
• Track and document inquiries using required systems.
• Meet QA and performance metrics while resolving caller requests via mail, email, or download.
• Escalate issues to appropriate staff when needed.
• Provide translation services for non-English callers as required.
• Attend trainings and stay updated on programs and systems.

Skills

Customer service

Bilingual

Communication

Education

HS diploma or GED

Job description

Our client, a US Fortune 1,000 company and a major process services provider to Government Health and Human services agencies in the US, seeks an accomplished Bilingual Customer Service Representative.

IMPORTANT NOTES

• 20+ Openings (Client will be offering candidates based off the resume hence no interviews)
• Client is considering candidates from Idaho, Nevada, Utah, Texas, Arizona.
• Duration of this project would be 6 Months.
• This will be work from home (Client requires a private, secluded space to focus on your work, with no background noise or other distractions that may prevent from providing excellent customer service.)
• Equipment: Bring Your Own Device (BYOD) per attached Work at Home Technical Requirements plus camera. Agents must be on camera during training.
• Training: Monday – Friday, 7:00 AM – 4:00 PM PST (9 Days training followed by a 3-to-4-week nesting period) || Attendance during training is mandatory.
• Hours of Operation: Monday – Friday, 7:00 AM – 7:00 PM PST.
• 40hours per week/8hours a day
• Primary Languages - Spanish, Mandarin, Cantonese, Vietnamese, Korean, Japanese, Tagalog, Hmong, Cambodian, Laotian/Lao, English.
• Candidate will be working from home throughout the assignment.
• Candidate MUST have high-speed wired Internet connection. Wi-Fi / Wireless connections are not allowed.
• Candidate MUST have a reliable home-office environment.
• Candidates requesting time off within the first 90 days of employment must seek approval before applying for this role.
• USB headset required - Maximus requires a USB plug and plays wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed.
• Maximus restricts smart phones and low performing computer platforms (such as Chromebooks) from accessing Amazon WorkSpaces (AWS).

RESPONSIBILITIES

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Track and document all inquiries using the applicable systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

QUALIFICATIONS / REQUIREMENTS

• Education: At least HS diploma OR GED. (Proof of education is must)
• Must have 2-3 years of Customer Service experience within healthcare/insurance/pharma call center industry.
• Primary Languages - Laotian/Lao, Japanese, Mandarin, Cantonese, Vietnamese, Korean, Cambodian, Hmong, Tag along, English, Spanish

Company Overview

Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-size organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients’ businesses forward.

Amerit Consulting 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants, w/ criminal histories, are considered in a manner that is consistent with local, state and federal laws.