Customer Service Representative Bi-lingual

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Customer Service Representative Bi-lingual

Mishawaka, In

Department: Customer Service

Location: Wixom, MI

Classification: Non-exempt

Reports to: Team Support/Team Lead

Created on: 05/08/2019

The Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service.

• Fluent and able to assist customer internal or external, in both English and Spanish languages via spoken or written communication.
• Acts as translator when needed for any JBM team.
• Accesses and enters data in member accounts following HIPAA guidelines.
• Verifies insurance following established verification processes.
• Creates documentation to ensure supplies are shipped per insurance guidelines.
• Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
• Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
• Makes suggestions for process improvements.
• Fluent and able to assist customer internal or external, in both English and Spanish languages via spoken or written communication.
• Acts as translator when needed for any JBM team.
• Accountability
• Action Oriented
• Communicates Effectively
• Customer Focus
• Nimble Learning
• Self-Development

The Customer Service Representative Bi-lingual has no supervisory responsibilities.

This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee is regularly required to speak, hear and see. The employee is frequently required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.

This is a full-time position with a regular 40-hour work schedule. At times, overtime may be required.

This position does not require travel.

• High School Diploma, GED, or equivalent experience.

• 2+ years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.
• Previous experience requiring clear and calm communication by phone.
• Previous experience requiring the ability to effectively use computer system and maintain good records.

All other duties as assigned by management. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are request of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.