Bilingual Sales Operations Service Agent; Mandarin​/Cantonese

The Sales Operations Service Agent supports the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The agent fields phone and written inquiries and works alongside the Sales Operations Management team to address service-related projects as required. The role requires the highest standard of quality service, commitment, and courtesy in dealing with both internal and external customers.

• Provide high‑quality online and telephone assistance to all customers, including brokers/agents and their uplines.
• Handle customer inquiries via mail, e‑mail, and chat sessions.
• Resolve inquiries and issues relating to all aspects of broker/agent business, including member eligibility, benefits, claims process, product questions, onboarding, recertification, and commissions.
• Make recommendations to management concerning problems, problem trends, and process improvement.
• Maintain an open exchange of information with internal and external customers.
• Work with the Quality Assurance team to understand, track, and trend quality performance issues.
• Work a flexible schedule, including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period, and during unforeseen business disruptions.
• Perform additional duties as required.

• High school diploma or GED from an accredited institution.
• Experience providing quality customer service across a broad range of business topics.
• Telephonic customer service experience, including handling of escalated calls.

• Working experience with Microsoft Office Suite applications, including Excel, Word, PowerPoint, and Outlook.
• Conflict resolution experience.
• Experience handling complex situations and/or projects.
• Healthcare industry experience.

Noted above.

N/A

Salary ranges:
Greater New York City Area (NY, NJ, CT residents): $48,600 – $65,960;
All other approved locations: $42,200 – $62,400.
Full range of benefits including medical, dental, vision coverage, incentive and recognition programs, life insurance, and 401(k) contributions (subject to eligibility).

HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis.

HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified. For reasonable accommodation requests related to applying for a position, please contact us by sending an email to careers or calling
212‑519‑1798.