CSR1- Call Center, Bilingual

We're Hiring: CSR1 - Call Center, Bilingual! We are looking for a dedicated and enthusiastic Bilingual Customer Service Representative (CSR1) to join our dynamic call center team. The ideal candidate will possess excellent communication skills in both English and Spanish, with a passion for providing top-notch customer service. Location: Remote (East Standard Time) Role: Bilingual Customer Service Representative (CSR1) What You'll Do:

• Responds to enrollment services calls, provides responses to questions, mails information in response to request, and refers callers in the event of problems or concerns.
• Educates clients on managed care.
• Assesses client’s health care needs and assists clients in choosing a health plan.
• Maintains updated knowledge of the New York Medicaid CHOICE Project.
• Assists clients in enrolling/disenrolling in health plans.
• Receives and sorts enrollment/disenrollment forms.
• Reviews enrollment forms for accuracy and completeness.
• Raises issues of concern and/or problems to the attention of the Central Operations Supervisor.
• Performs managed care education and enrollment services when call volume warrants.
• Some Saturday work is required.
• Performs other duties as may be assigned by the Call Center Supervisor or Management.

General Requirements

• While general customer service experience is valuable, candidates with prior call center experience are preferred. Call center-specific experience is the top priority due to the rigorous nature of the training program
• At least one to two years call center background
• Ability to learn a new program and apply that knowledge: The training period is critical. It’s when you’ll develop the foundation to be successful in your position. Don’t day-dream during training!
• Computer skills: You have to be able to type (the faster, the better!) and know how to use a computer by second-nature.
• Reliability: The phones turn on at 8:30 am – 6:00 pm, Monday – Friday and at 10:00 am on Saturday. Callers need our staff ready to go at the start of business. There’s very little latitude for attendance issues.
• Can-do Attitude: This is a busy work environment and a supportive one. The most successful CSRs are those that know the program, are congenial with their colleagues, and look for new opportunities to support the program and their colleagues.
• Prior Customer Service experience: The CSR position is based on providing great customer service and our staff do it exceptionally well. Having prior experience in a customer service-based position provides the foundation to excel in this position, along with experience in call center environment. Two years of human services experience or experience dealing with the public is required.
• Effective communication skills; ability to follow directions: ability to interact courteously and effectively with a variety of people; ability to handle pressure and perform multiple tasks

Education Requirements

• High school diploma or equivalent required

BYOD (Bring your own device)

Requirements

• Requires CSR to have computer or laptop only with the following Operating Systems: Windows10
• Headsets (NOT supplied by the client). Requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed,
• Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.
• Mobile hotspots must not be the primary source for internet connection for remote workers. Connectivity from the PC to the Internet router via a Category 5.
• Chromebooks are not permitted

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