Bilingual Customer Service Representative

• Answer incoming customer inquiries via telephone, IVR, web chat, or other approved channels
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers
• Track, document, and record customer interactions, inquiries, complaints, comments, actions, and transactions
• Complete associated tasks and transactions according to established guidelines
• Navigate multiple computer systems and perform accurate data entry while interacting with customers
• Fulfill customer requests for materials via 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, or grievances for further investigation or resolution
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate with supervisors about service-delivery needs, concerns, or issues
• Meet QA, productivity, and other key performance metrics
• Attend required meetings and trainings and maintain current knowledge of programs, systems, policies, and procedures
• Perform other related duties assigned by management

• High school diploma or GED required and 0–6 months of relevant professional experience required, or equivalent combination of education and experience
• Fluency in English and the specified secondary language
• Ability to speak, write, and translate in Spanish and English
• Ability to pass all pre-employment screenings, including a background check
• High school diploma or GED/equivalent
• Must live in or within 40 miles of Oklahoma City, or no more than one hour from the site
• Customer service experience preferred
• Call center service experience preferred
• Reliable, high-speed internet service for home working
• Minimum 40 Mbps download speed
• Traditional wired high-speed connection such as cable or fiber
• Cellular-network services and satellite internet are incompatible
• Ability to connect the computer directly to the modem or router via Ethernet cable;
  Wi‑Fi connections are not allowed
• Quiet, distraction-free workspace

Demonstrates strong customer service skills, including the ability to communicate effectively in both English and Spanish. Proficient in navigating multiple computer systems for accurate data entry and documentation while meeting key performance metrics.

• Customer Service Experience
• Fluency In English And Spanish
• Call Center Service Experience
• Data Entry Skills
• Ability To Meet Performance Metrics

• Data Entry
• Customer Interaction Tracking
• Documenting Customer Inquiries
• Resolving Customer Issues
• Translation Services

• Effective Communication
• Problem-Solving
• Attention To Detail
• Reliability
• Adaptability

• High School Diploma
• GED

• Customer Inquiries
• Service Delivery
• Quality Assurance
• Productivity Metrics
• Background Check

• IVR Systems
• Web Chat Platforms
• Computer Systems Navigation
• Email Communication
• Ethernet Connection