Bilingual Customer Service Representative

2 weeks ago


Morrow, Georgia, United States Answernet Inc Full time
Job Title: Bilingual Spanish/English Call Center Agent

Job Type: Full-Time/Part-Time

Hours: 7:25 AM- 6:00 PM EST

Salary: $15.50

Benefits: Available after 60 days for full-time employees

About Answernet Inc:

Answernet Inc is a leading provider of contact management solutions, operating over 31 contact centers in the continental United States and Canada. We serve a vast range of clients, processing over 125 million interactions per year.

Job Summary:

We are seeking a highly skilled and compassionate Bilingual Spanish/English Call Center Agent to join our team. As an in-office Customer Service Agent, you will take calls from patients and assist in scheduling, and rescheduling Telehealth Consultations and or in-office visits. Our ideal candidate is patient, professional, and passionately communicative, with excellent communication skills, especially in listening.

Key Responsibilities:

  • Assist in scheduling or rescheduling of in-office or Telehealth consultations with providers
  • Document all call activity accurately in the NextGen scheduling systems with complete and thorough notes
  • Identify the needs of the patient, clarify information, and provide accurate answers to the patient's issues or concerns
  • Attend team daily in-office meetings as scheduled via Zoom
  • Attend customer training sessions in the office
  • Log into the UKG payroll system, Contact Center tools, and websites as required

Requirements:

  • Must possess excellent communication skills, especially in listening
  • Have a high level of compassion for callers/patients and a desire to de-escalate distressed callers
  • Must have good interpersonal skills to enable an easy conversation flow with customers at all times
  • Have the skill to use keywords to show empathy and compassion for the patients
  • Must learn and maintain knowledge of customer relationships or customer service practices
  • Flexibility in role/job function changes and shifts to meet customer requests and demands
  • Skilled at typing (intermediate level) and data capture and entry using proper grammar and correct spelling
  • Must be able to multitask and manage time properly and effectively
  • Must be able to adapt to different situations and individuals
  • Ability to prioritize in the face of multiple tasks or assignments
  • Being willing to work in the office is a must
  • Ability to work as a team member with solid communication skills using group Chat and video conferencing technology
  • Ability to take directions from leadership using Video Conference (Zoom) and a group Chat solution such as Matter Most
  • Skilled at using group Chat and Video conferences to communicate with leadership for issue escalation
  • Be willing to attend training and learn processes and procedures using video conference technology (Zoom) in person
  • Willing and able to work 4–8-hour shifts using a computer with a keyboard, two PC monitors, and a headset with a microphone to verbally communicate with patients
  • Be dedicated to working the schedule provided with minimal absences
  • Must be acceptable to have calls monitored and/or recorded and understand that agent activity is closely monitored using call center technology to track productivity

Experience/Education:

  • Must be 18 years or older
  • A minimum of high school diploma or GED
  • English is a primary language and bilingual Spanish
  • At least 1 year of work experience in a call center/customer service, medical scheduling environment is preferred
  • Background checks up to 7 years past are mandated


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