Note: The job is a remote job and is open to candidates in USA. 1st Choice, LLC is seeking a Bilingual Senior Customer Service Representative to support a high-volume client services program. The role assists customers, providers, and stakeholders by resolving inquiries, processing program transactions, and ensuring compliance with policies and procedures.
Responsibilities
- Respond to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms
- Provide accurate information regarding eligibility, enrollment, services, and program requirements
- Investigate and resolve complex or escalated cases across multiple service channels
- Research case histories and analyze information from multiple systems
- Process enrollments, disenrollments, and other program transactions while meeting quality and compliance standards
- Review and interpret customer, provider, beneficiary, and system data
- Maintain current knowledge of program policies, procedures, and compliance requirements
- Serve as a liaison between internal departments, health plans, and external partners
- Support operational functions including contact center activities, research, forms processing, and related administrative work
- Identify operational risks and proactively escalate concerns when appropriate
- Provide feedback regarding training, performance, and process improvement opportunities
- Recommend workflow and procedural enhancements to improve efficiency and accuracy
- Review knowledge base materials and suggest updates as needed
- Participate in audits, special projects, and organizational initiatives
- Assist with training and knowledge-sharing activities
- Build and maintain professional working relationships with internal and external stakeholders
- Meet established productivity, quality assurance, and performance metrics
- Protect confidential customer and program information
- Perform additional duties as assigned
Skills
- Must be fluent in Spanish and English
- High School Diploma or GED required
- Minimum 1 year of relevant professional experience required
- Equivalent combination of education and experience may be considered
- Fluent in both English and Spanish
- Strong communication, problem-solving, and customer service skills
- Ability to work independently in a remote environment
- Comfortable navigating multiple computer systems simultaneously
Benefits
- Fully remote opportunity for candidates residing anywhere within the United States
- Equipment provided by the client
- 4 weeks of classroom training followed by 2 to 3 weeks of nesting/on-the-job training
Company Overview