Customer Experience Agent; Bilingual Spanish

Customer Experience Agent (Bilingual Spanish)

Location:

Houston, TX

Workplace Type:
On-Site

Employment Type:

Contract-to-Hire (6 Months)

Pay Rate: $22.00-$24.00 per hour

Position Overview

We are seeking compassionate and customer-focused Bilingual Customer Experience Agents to support members in a fast-paced healthcare contact center environment. As the first point of contact, you will play a critical role in delivering exceptional service, building trust, and helping individuals navigate healthcare-related questions and concerns.

This position is ideal for individuals who are passionate about helping others, excel in customer-facing roles, and thrive in an environment where empathy, problem-solving, and accountability are key to success.

Key Responsibilities

+ Respond to inbound member inquiries with professionalism, empathy, and urgency.

+ Assist members with questions related to healthcare benefits, claims, enrollment, coverage, and clinical services.

+ Guide members through complex issues while coordinating with internal teams to ensure complete resolution.

+ Build trust through active listening, personalized support, and a customer-first approach.

+ De-escalate concerns and provide reassurance during challenging situations.

+ Accurately document all interactions within company systems.

+ Navigate multiple applications and systems simultaneously while maintaining a positive member experience.

+ Identify trends and provide feedback to support process improvements and enhance the customer experience.

+ Adhere to all company policies, operational procedures, and regulatory compliance requirements.

+ Maintain performance standards related to quality, productivity, and member satisfaction.

Required Qualifications

+ Fluent in both English and Spanish.

+ Minimum of 2 years of customer-facing experience.

+ Experience in one or more of the following environments:

+ Call Center

+ Healthcare

+ Hospitality

+ Technical Support

+ Customer Service

+ Health Insurance

+ Strong customer service and communication skills.

+ Demonstrated empathy and ability to connect with customers from diverse backgrounds.

+ Ability to work effectively in a structured, performance-driven environment.

+ Strong problem-solving and critical-thinking abilities.

+ Comfortable using multiple computer systems and applications simultaneously.

+ Ability to handle sensitive and confidential information professionally.

Preferred Qualifications

+ Experience supporting healthcare or health insurance members.

+ Bachelor's degree.

+ Internship or professional work experience while pursuing a degree.

+ Experience managing complex customer situations requiring coordination across multiple departments.

+  Background in high-touch service environments focused on customer satisfaction and retention.

What Success Looks Like First 90 Days

+ Complete comprehensive training and onboarding.

+ Become proficient with company systems, policies, and call-handling procedures.

+ Demonstrate empathy and professionalism in every member interaction.

+ Meet initial performance and quality expectations.

By Six Months

+ Independently manage a variety of member inquiries with confidence.

+ Consistently exceed quality, productivity, and customer satisfaction metrics.

+ Effectively resolve complex issues while delivering a positive member experience.

Long-Term

+ Become a trusted resource known for empathy, accuracy, and reliability.

+ Contribute to a strong team culture and continuous improvement initiatives.

+ Help improve the overall healthcare experience for members.

Training

New hires will participate in an extensive paid training program lasting approximately 6-7 weeks.

Training

Schedule:

+ Monday-Friday

+ 9:00 AM - 5:00 PM CST

Schedule & Availability Training Period

+ Monday-Friday

+ Daytime schedule

Peak Season (October - April)

+ Contact center operates extended hours.

+ Candidates must be flexible to support varying schedules, including evening coverage and approximately two weekends per month.

Non-Peak Season (April - October)

+ Primarily Monday-Friday daytime schedules.

Ideal Candidate Traits

+ Empathetic and service-oriented.

+ Excellent communicator and active listener.

+ Accountable and dependable.

+ Adaptable to…