Bilingual Customer Service Representative

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted.

Bilingual Customer Service Representative

Remote (Must live in Pennsylvania)

Pennsylvania Independent Enrollment Broker

9:30 am – 6:00 pm, Monday-Friday

We are seeking a dedicated Bilingual Customer Service Representative to support the Pennsylvania Independent Enrollment Broker (IEB) program. In this vital role, you will help Pennsylvania residents access important waiver and enrollment services by providing clear information, compassionate guidance, and excellent bilingual customer support in English and Spanish.

• Respond promptly to inbound calls and emails in both English and Spanish.
• Provide accurate, unbiased information about Pennsylvania’s waiver programs.
• Conduct eligibility screenings and guide callers to appropriate services.
• Schedule and confirm intake appointments for applicants.
• Document customer interactions and outcomes in MAXeb accurately and efficiently.
• Maintain knowledge of program policies, procedures, and resource materials.
• Treat all callers with professionalism, empathy, and cultural sensitivity.
• Identify, document, and elevate urgent or complex cases.
• Follow up on problematic or unresolved situations to ensure continuity of support.
• Perform additional tasks or special assignments as requested by management.

These responsibilities are not meant to be all-inclusive; additional tasks may be assigned.

• High school diploma or equivalent (GED).
• Proficiency in both Spanish and English (written and spoken).
• Strong communication, organizational, and customer service skills.
• Sensitivity to the needs of individuals with disabilities and diverse backgrounds.
• Computer literacy including email, data entry, and call‑center software systems.
• Ability to multitask under pressure in a high‑volume environment.
• Successful background clearance: criminal, child abuse, and Med Scan (no record for past seven years).
• No current or prior affiliation with OLTL providers.

• Three years of customer service and/or human services experience.
• Knowledge of Pennsylvania Home and Community‑Based Services (HCBS) programs.
• Familiarity with medical or assistive technology.
• Experience de‑escalating challenging interactions and problem‑solving effectively.
• Prior call‑center or enrollment experience.

• A supportive collaborative work environment.
• Professional development and growth opportunities.
• Meaningful work that directly helps individuals and families access care and services.
• A mission‑driven culture that prioritizes quality, teamwork, and impact.

$16.75/hr.

After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday.

Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization.

360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application or hiring process, contact our Human Resource team at