Bilingual Customer Service Agent - Spanish

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

UnifyCX is born from the integration of Glow Touch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Location: San Antonio, TX

Remote Status: On-Site

Job :4674

# of Openings:7

UnifyCX is growing, and we are looking for experienced Benefits Customer Service Agents to join our motivated and ambitious team!

This is an onsite position and requires working from our San Antonio, Texas location.

As a Bilingual Benefits Customer Service Agent - Spanish , you will be responsible for supporting customers with their benefits-related inquiries and requests through multiple communication channels, including email, phone, and chat. You will handle Zendesk tickets in both English and Spanish and use the benefits administration portal to look up information and complete customer-related tasks.

Our benefits products include Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and similar benefits accounts. You will support employees and end-users, as well as employers, by providing accurate information, resolving inquiries, and delivering an exceptional customer experience.

In this position, you will:

Handle Zendesk tickets in English and Spanish through email, phone, and chat.

Respond to customer inquiries regarding HSA, FSA, and other benefits-related products.

Use the benefits administration portal to look up account information and execute customer-related tasks.

Provide support for payment cards and bank account-related inquiries.

Communicate clear and accurate information while ensuring customer privacy and security.

Identify customer needs, assess their concerns, and adjust your communication approach accordingly.

Demonstrate empathy, build rapport, and use positive scripting to educate customers about available solutions and next steps.

Recognize and appropriately escalatissues involving sensitive health-related information, privacy, security, or potential tax advice.

Manage multiple tasks simultaneously while maintaining focus on the customer and ensuring accuracy.

Adapt to changes in products, processes, and responsibilities while maintaining service quality.

Take ownership of customer satisfaction by providing timely, accurate, and professional support.

To be considered, candidates are expected to have the following qualifications:

Completed a two-year associate degree or have relevant customer service experience.

At least one year of customer support experience involving benefits products, with the ability to engage in natural and confident conversations about those products.

Familiarity with payment cards and bank account-related customer support.

Fluency in both English and Spanish, with the ability to communicate…