Spanish Bilingual Customer Service Representative - Work from Home

Everise, Inc.; Alabama; Hybrid; USD 30,000 - 42,000; Full time

Job summary

Everise, Inc. is seeking a dedicated customer service representative to answer inbound calls from members regarding healthcare benefits. This role rewards patience, empathy, and a customer-first mindset, with the option to earn incentive pay in addition to base pay.

Work is conducted from a dedicated home setup; candidates must meet home-office requirements and reliable internet speeds. A focus on accuracy and service quality helps Everise deliver excellent customer experiences in a global,

Qualifications

• High school diploma or equivalent.
• Spanish bilinguals must be proficient in English.
• Ability to pass a drug screen and background check.
• Dedicated area to work from in your home.
• Internet speed requirement of 20 Mb/s download and 10 Mb/s upload (Wireless not permitted).
• Demonstrated passion for excellence in treating and caring for customers, especially seniors.

Responsibilities

• Professionally handle a high volume of incoming calls.
• Gather customer information and educate customers on products and services.
• Navigate multiple systems simultaneously.
• Meet attendance requirements and be dependable.
• Resolve issues via one-call resolution or escalation as needed.
• Identify opportunities to improve processes for customers.

Skills

Customer service

Patience

Empathy

Multitasking

Communication

Teamwork

Bilingual English/Spanish

Problem solving

Education

High school diploma or equivalent

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.

Position Purpose

In this role, you will take your exemplary customer service skills, patience, understanding, and compassion to answer inbound phone calls for our clients' members. You will answer questions related to their healthcare benefits. We offer the opportunity for you to earn additional cash incentives to reach your goals in addition to your base pay. We offer medical, dental, vision, and 401K benefits and earned PTO.

Job Requirements

• Professionally handle a high volume of incoming calls
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs, and educate customers where applicable regarding products and services
• Ability to utilize and navigate multiple systems simultaneously
• Be dependable and meet all attendance requirements
• Resolve customer issues via one-call resolution guidelines and/or escalated process
• Meet or exceed company and client performance metrics
• Maintain a balance between company policy and client benefit in decision-making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Responsible for call disposition or compiling and documenting customer information as required
• Ability to accept and embrace changes within the current business environment

Qualifications

• High school diploma or equivalent
• Spanish bilinguals must be proficient in English
• Ability to pass a drug screen and background check
• Dedicated area to work from in your home
• Internet speed requirement of 20 Mb/s for download speeds and 10 Mb/s for upload speeds (Wireless access is not permitted)
• Demonstrated passion for excellence concerning treating and caring for customers, especially senior citizens
• Strong decision-making and analytical abilities
• Ability to identify customer needs and articulate products and services
• Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Be a team player

Work at Home Set-Up Requirements

Standard Connect and Speed: Wired Ethernet connection 25 Mb/s download, 10 Mb/s upload (wireless is not permitted). Some programs may require higher speeds.

Monitor (2) 21\" monitor(s). You will supply one and Everise will provide one. Hard-wired Broadband Internet Service via DSL, Cable, or Fiber Optic. The use of wireless connections to access Everise Work at Home systems at any time is prohibited, even if the connection is encrypted. Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted or accepted.

Headset

• Plantronics 3320 Blackwire
• Plantronics 3220 Blackwire
• Plantronics 5220 Blackwire
• Plantronics EncorePro 520 + DA80 USB Plug Adapter

To be supplied by Everise

• Keyboard
• Mouse
• Webcam

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world's biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work.