Bilingual Customer Service Specialist

• Support the Health Texas project by providing customer care and benefit enrollment services
• Answer customer inquiries by telephone, IVR, web chat, and other approved channels
• Provide accurate information about programs and services to consumers, prospective enrollees, representatives, health plans, and providers
• Track, document, and record customer interactions, inquiries, complaints, comments, actions, and transactions
• Complete related tasks and transactions accurately according to established guidelines
• Navigate multiple computer systems and perform accurate data entry
• Fulfill customer requests for materials by mail, email, or electronic delivery
• Transfer or refer customers to appropriate internal or external entities
• Address inquiries and resolve routine issues
• Escalate unresolved, complex, sensitive issues, and grievances
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate with supervisors about service delivery needs, concerns, and issues
• Meet quality assurance, productivity, and other performance metrics
• Attend required meetings and training and maintain current knowledge of programs, systems, policies, and procedures
• Perform other related duties assigned by management

• High school diploma or GED required
• 0–6 months of relevant professional experience required, or equivalent combination of education and experience
• Fluency in English and Spanish required
• Availability to work shifts between 8:00am and 6:30pm CST (7:00am and 5:30pm MST), Monday–Friday
• Ability to type efficiently
• Ability to perform under pressure and demonstrate a high sense of urgency
• Excellent attendance; no time off during training
• Organization and work prioritization skills
• Basic computer aptitude in Windows and/or Mac
• Ability to handle 100+ calls per day and repetitive calls
• Must work onsite on Day 1 for equipment training
• Must complete classroom and on-the-job training with no missed time
• Must be willing and able to work with webcam on during training and meetings as instructed
• Texas residency required, within a 70-mile radius of El Paso
• Quiet, professional home workspace free from distractions and background noise
• Workspace large enough for two large monitors, laptop, keyboard, mouse, and docking station
• Reliable wired high-speed internet via cable or fiber; cellular/mobile hotspot, fixed wireless, and satellite services are incompatible
• Minimum internet speed of 20 Mbps download and 5 Mbps upload

Demonstrates strong customer care and benefit enrollment capabilities, with fluency in English and Spanish. Proficient in data entry, organization, and handling high call volumes while maintaining quality assurance and performance metrics.

• Customer Care
• Benefit Enrollment
• Fluency In English And Spanish
• Data Entry
• Call Handling

• Data Entry
• Basic Computer Aptitude
• Typing Efficiency
• Performance Metrics
• Quality Assurance

• Organization
• Work Prioritization
• Ability To Perform Under Pressure
• Excellent Attendance
• Communication

• High School Diploma
• GED

• Customer Inquiries
• Health Plans
• Consumer Services
• Translation Services
• Onsite Training

• Windows
• Mac
• Webcam
• High-Speed Internet