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Bilingual Customer Service Representative II
2 months ago
As a key member of our team, you will deliver exceptional consumer service through various contact center platforms, including chat, inbound/outbound calls, and email. Your primary goal will be to assess consumer needs and facilitate timely and effective services.
You will provide prompt and efficient customer support to both prospective and existing consumers, as well as internal staff, adhering to the high standards set by VNS Health.
Your role is crucial in showcasing VNS Health's dedication to its members and patients by fostering a positive consumer experience. This position operates under direct supervision.
Compensation:
$23.99 Hourly
What We Offer:
- Referral bonus opportunities
- Generous paid time off (PTO), starting at 20 days and 9 company holidays
- Comprehensive health insurance for you and your family, including Medical, Dental, Vision, Life, and Disability
- Employer-matched 401k retirement savings program
- Personal and financial wellness initiatives
- Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
- Tuition reimbursement for qualifying degrees
- Opportunities for professional development and career advancement
You will support two lines of business at VNS Health after gaining specialized knowledge in a second area. Your tasks will include:
- Receiving and addressing consumer inquiries, resolving non-clinical issues and complaints related to customer service.
- Building effective working relationships with consumers, healthcare providers, and internal teams to ensure problem resolution.
- Exhibiting empathy, active listening, and clear communication to ensure consumer needs are met.
- Staying updated with organizational changes through ongoing training and educational resources.
- Adhering to established contact center standards and performance metrics.
- Collaborating within a team-oriented environment by sharing best practices and identifying areas for improvement.
- Coordinating and tracking services provided by the lines of business and community partners, ensuring timely follow-up.
- Acting as a liaison to VNS Health staff to troubleshoot issues and ensure accurate information dissemination.
- Participating in outreach initiatives aimed at enhancing consumer retention and quality.
- Assisting in the planning and execution of customer service initiatives and maintaining records for management review.
- Entering necessary data and reconciling it with documentation.
- Engaging in special projects and performing additional duties as assigned.
Education:
High School Diploma or equivalent required; Bachelor's Degree in Communications, English, Public Relations, or a related field preferred.
Work Experience:
A minimum of two years in customer service, preferably within a healthcare environment, is required. Strong oral and written communication skills are essential, along with proficiency in Microsoft Office. Bilingual skills may be necessary based on operational needs.
