Bilingual Associate Customer Service Representative (REMOTE)

Company :

United Concordia Dental

Job Description : 

GENERAL OVERVIEW: 

Handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center.  Troubleshoots and resolves customer complaints.  Ensures that responses to inquiries are completed timely and according to established service and quality standards.

This position is for Bilingual candidates - if you are interested in this opportunity but do not have these skills please apply to J159227.

ESSENTIAL RESPONSIBILITIES:

• Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner. 
• Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meets all production, quality, and adherence standards.  Attends all required training classes.
• Elevates issues to next level of supervision, as appropriate.
• Maintains accurate records, including timekeeping records.
• Other duties as assigned or requested

QUALIFICATIONS:

Minimum:

• High School Diploma or GED required for all levels.

• 1-2 years customer service experience in a call center preferred with healthcare customer service strongly preferred.
• Due to Department of Defense (DoD) contract requirements, the incumbent who fills this position must be a US citizen, and must also pass a background check.

Preferred:

• Fluent in Spanish and English
• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally. 
• Ability to take direction and to navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast-paced conditions.
• Strong written and verbal communication skills.
• Ability to communicate complex information in a simple, customer facing way.

ADDITIONAL INFORMATION

Training Schedule 6 weeks Monday - Friday 8:00 AM - 4:30 PM

Work Schedule Monday - Friday 11:30 AM - 8:00 PM

Bilin