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Bilingual Spanish/English Customer Service Representative
7 days ago
The Customer Service Representative (CSR) is responsible for ensuring BCS customers receive a positive customer experience via phone, email, or online chat for BCS's EssentialCare product clients. CSRs will be the frontline support for the BCS enrolled members and will need to respond to members in a timely and professional manner. The role will also assist with contacting members and/or providers to obtain additional documentation necessary for claim processing.
This position will report to the Director, Service Partner Management.
Essential Elements
- Respond to member queries in a timely and accurate manner, via phone, email or chat
- Identify member needs and help members understand applicable BCS products and procedures
- Assist members and providers with questions regarding product, enrollment, billing and/or claim status questions
- Analyze and report product or system related issues as needed
- Use de-escalation techniques when interacting with members and providers
- Utilize internal software, databases, scripts, and work tools responsibly and appropriately to the needs of each call
- Gather customer feedback and share with our Product, Sales, Marketing and Operation teams
- Assist with training new CSRs as needed
Education
- High school diploma or equivalent; higher education or certifications in insurance or related fields preferred
- Experience as a Customer Service Representative in a call center environment
- Supplemental health product experience highly preferred
- Experience with fixed and hospital indemnity highly prefred
- Proficiency with Salesforce or other CRM systems
- Proficient with Microsoft Office Suite
- Multi-tasking abilities
- Experience with de-escalation techniques
- Excellent verbal and written communication skills
- Fluency in Spanish highly preferred
2-3 days per week onsite at our Oakbrook Terrace, IL office.
What we offer:
- Hybrid and remote work environments
- Full benefits including flexible HSA/PPO medical plans, Dental, Vision, and HSA/FSA
- 401(k) w/ up to 6% company match
- Generous PTO starting at 22 days annually
- 12 paid holidays
- Parental leave
- Home office and wellness reimbursement
- Generous employee referral program
- Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications
