[Remote] Bilingual Representative II, Customer Service Operations
Note: The job is a remote job and is open to candidates in USA. Cardinal Health is a company focused on enhancing customer business through effective customer service operations. The Bilingual Representative II in Customer Service Operations is responsible for providing exceptional service to members, managing inbound and outbound calls, addressing inquiries, and ensuring member satisfaction through accurate and timely support.
Responsibilities
- Answer inbound calls and make outbound calls as needed to assist members with orders, inquiries, and concerns
- Process product reorders accurately and efficiently, starting with diabetic testing supplies and CGM products; expand to other product lines after initial training
- Provide professional and courteous service to resolve member issues on the first call whenever possible
- Escalate complex issues via email to leadership or other departments when necessary
- Maintain accurate member records by updating information in company systems promptly
- Meet performance metrics including Average Handle Time (AHT), First Call Resolution (FCR), call volume targets (60+ calls per day), and other KPIs
- Adhere to HIPAA guidelines and safeguard all confidential member information
- Participate in ongoing training to learn new products and improve service quality
- Collaborate with team members and other departments to ensure seamless member support
- Attend required meetings and contribute feedback to improve processes and policies
- Perform additional responsibilities or special projects as assigned
Skills
- Fluent in English and Spanish (able to communicate clearly and effectively in both languages, verbally and in writing)
- Strong customer service skills with a proven ability to resolve issues and meet performance goals
- Basic knowledge of, or ability to learn, customer service processes and best practices
- Demonstrated success in achieving KPIs and objectives
- Proficiency in basic math and business calculations
- Working knowledge of computer systems and data entry; ability to learn new platforms quickly
- Basic proficiency in Microsoft Office applications (Word, Excel, Outlook)
- High School Diploma, GED, or equivalent work experience
- 1–3 years of customer service experience in a call center environment
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Company Overview
Company H1B Sponsorship