Bilingual Call Center Representative-Healthcare

EXL is looking for a Remote Bilingual Customer Service Rep in the USA.

Responsibilities

• Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls  in a timely manner
• Update policy information in administrative and workflow systems to process requests.
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
• Effectively and efficiently communicate with customers
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Build positive relationships with operations team members
• Adherence to schedule and excellent time management skills
• Provide suggestions for improvement of current processes to management

Qualifications

• High school diploma
• PC/ Technological skills - Solid Windows based and mainframe experience, Microsoft Office Experience
• Scheduled hours may range from 8am-8pm Eastern daily
• Strong phone and verbal communication skills along with active listening
• Excellent communication skills
• Ability and willingness to learn
• Attention to Detail and Organization

Preferred Qualifications:

• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
• Demonstrated decision making skills
• Flexible/Open to change - ability to adapt positively to changing business needs
• Focus on results - Proven ability to set and meet aggressive goals
• College degree or equivalent work experience
• Previous call center experience a plus