Customer Service Representative - Bilingual (Spanish/English)

📋 Description

• • As a Customer Service Representative (CSR) at Modivcare Inc., you will be the vital first point of contact for members, playing a crucial role in their journey towards positive health outcomes by addressing inquiries about our service offerings.
• • Your primary responsibility will be to resolve member concerns efficiently and accurately, ensuring all requests related to scheduling, modifying, and canceling reservations are processed in a timely manner.
• • You will be provided with structured protocols and scripts to guide your interactions, ensuring consistency and quality in service delivery.
• • A significant part of your role involves speaking with members daily, answering their transportation-related questions, and offering support to help them navigate our services.
• • You will be responsible for receiving and meticulously documenting customer concerns, ensuring all relevant information is captured accurately and promptly.
• • Adherence to all company procedures and policies is paramount to maintain operational integrity and service standards.
• • Accurate input of trip data into our systems is a key responsibility, contributing to the overall efficiency of our operations.
• • A strong personal commitment to producing high-quality work is expected, reflecting Modivcare's dedication to excellence in member care.
• • You will be empowered to refer unresolved customer grievances to the designated department for thorough investigation and resolution, ensuring all issues are addressed.
• • Effective multitasking will be essential as you extract necessary information from multiple systems to provide comprehensive support to members.
• • A key aspect of the role involves reviewing and educating members on our services and their specific insurance coverage, ensuring they understand their benefits.
• • This position operates within a 24/7/365 contact center environment, meaning schedules may include nights, weekends, holidays, and company-recognized holidays, with holiday coverage being a mandatory requirement.
• • You will be required to attend 100% of training sessions, maintaining on-camera presence for the initial 30 days of employment to ensure full immersion and understanding of the role and company culture.
• • The role demands excellent communication skills, both written and verbal, as all system documentation will be conducted in English.
• • You will handle a high volume of calls, potentially exceeding 100 calls per day, requiring efficient call management and problem-solving abilities.
• • Proficiency in Microsoft Office Suite is necessary for daily tasks and system navigation.
• • The ability to talk and type simultaneously in a clear and concise manner while interacting with customers is a core competency for this role.
• • You must be able to work independently under general supervision, demonstrating sound decision-making and problem-solving skills in a fast-paced environment.
• • Fluency in both Spanish and English is a critical requirement for this position, enabling effective communication with a diverse member base.
• • This role is ideal for optimistic individuals passionate about making a difference and working in a service-oriented industry, contributing directly to the well-being of members.
• • You will be instrumental in ensuring members receive the support they need to access essential services, thereby improving their overall health outcomes and quality of life.
• • The position offers a competitive hourly pay rate of $14.00 plus a $2.50 differential, reflecting the importance of the role and the required bilingual skills.
• • This is a remote position based in Virginia, requiring candidates to reside within the state.
• • The role requires a dedicated, private workspace free from distractions, ensuring confidentiality and focus.
• • High-speed internet with specific download and upload speeds is mandatory, with proof of a speed test required.
• • Direct hardwiring to the modem is a requirement for stable connectivity.
• • Overtime work may be required to meet operational demands.
• • You will be part of a supportive team environment, contributing to Modivcare's mission of providing essential services to those in need.