Call Center Representative Bilingual

RTR HR and Staffing Services, LLC is a well established Staffing Agency located in Chicago, Illinois. They are seeking a Bilingual Call Center Representative to assist customers and providers with inquiries and account troubleshooting, requiring fluency in English and Spanish.

Responsibilities

• Answer incoming calls from customers, general public, and providers
• Complete and/or process new applications for health care coverage via the telephone and interpret eligibility determinations made by the Marketplace, and enrollment into health plans
• Facilitate the fulfillment of caller requests for materials via mail, email, or download
• Track and document all inquiries using the applicable systems
• Transfer/refer consumers to appropriate entities according to the established guidelines
• Escalate calls or issues to the appropriate designated staff for resolution as needed
• Complete associated tasks according to the established guidelines
• Meet Quality Assurance (QA) and other key performance metrics
• Follow all policies, procedures, and protocol when engaging with caller
• Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems

Skills

• Be fluent in English and Spanish
• Can read English and Spanish
• High School diploma or equivalent
• 1 year of experience in call center environment or 1 year of experience in customer service
• Highly proficient in the latest version of Microsoft Office 365
• Ability to work with multiple screens
• Typing requirement of a minimum of 25 wpm
• Comfortable being on camera during work shift
• Internet speed of at least 20MBPS for remote work
• Must be able to commute to the South Loop of Chicago when needed
• Excellent verbal and written communication skills
• A genuine desire to help others

Benefits

• Paid Leave
• Paid Sick Leave
• Promotional possibilities
• Good hours of operation – no late nights or overnight
• Weekends and holidays off
• Additional benefits available if an employee transfers to a permanent position.

Company Overview