Bilingual (Spanish) - Insurance Call Center Representative (Washington, DC Residents Only)

Bilingual - Insurance Call Center Representative We are looking for motivated customer service professionals fluent in English and Spanish to assist Washington, DC residents with affordable heath care options. This is a Full-time contract position. Keep reading below if you are interested. Duties and Responsibilities:

• Assist DC residents with questions, applications, and support related to obtaining affordable healthcare.
• Carefully and efficiently follow all call center scripts, standard operating procedures, and guidelines to ensure consistency and accuracy while meeting all call center key performance indicators (KPIs) (i.e., average handle time, call abandonment rate, service level, etc.).
• Handle large volumes of inbound and outbound calls professionally and promptly.
• Navigate between multiple applications and screens to provide accurate information to consumers.
• Collect and analyze customer information and inquiries while maintaining accurate Customer Service Logs (CSLs) and data for each call.
• Consistently meet performance goals (answer rate of 96% or higher; call handle time of 15 minutes or less; and quality of 90% and above) by adhering to all project policies, procedures, and guidelines.
• Maintain regular and predictable attendance by consistently working the full-time scheduled shift, arriving on time without exception, and avoiding excessive delays and absences.
• Appear professional and well-groomed on camera (webcam) via Zoom as needed during training, work shift and meetings to ensure project performance requirements are met, as needed.

Qualifications and Skills - Key elements for the successful candidate:

• Attend and fully participate in 3 weeks of training and 2 weeks of nesting without interruptions, and zero absences, understanding that new hires must complete all scheduled training/nesting days to receive payment for training/nesting.
• Report to work on time daily, without interruptions, late arrivals, or early departures, and with zero absences through the 90-business day probationary period.
• Meticulous attention to detail and active listening skills.
• Adapt quickly to a high-energy, fast-paced, ever-changing environment.
• Professional demeanor and excellent phone etiquette, providing exceptional customer service and support to consumers, colleagues, and staff.
• Excellent written communication and organizational skills.
• Exceptional verbal communication and interpersonal skills.
• Ability to manage multiple priorities and function as a team player at all times.
• Able to take constructive criticisms and open to coaching and additional training as needed.
• Professionally exercises discretion and independent judgment in day-to-day work.

Requirements:

• Fluent in both English and Spanish languages required.
• Washington, DC (District of Columbia) residency required.
• High School diploma or equivalent.
• Must have one or more years of call center experience, preferably in a high–call-volume environment, or a minimum of two years of relevant customer service experience in medical front office support, including handling medical calls, claims processing, mitigation, and healthcare administrative services.
• Experience using Amazon Workspace, Amazon Connect, Salesforce, Microsoft Teams, and Zoom (preferred).
• Proficiency in Microsoft Office Suite (Word, Excel).
• Successful candidates must pass the Skills Assessment with a score of 85% or better.
• Must pass a security/background check.

Equipment Requirements: All hired CSRs will receive client-provided loaner equipment and will be fully responsible and liable for its care and safe return. Equipment includes a laptop with docking station, two large monitors, keyboard, mouse, two headsets, power cords, cables and related accessories.

• CSRs are responsible for providing a reliable Internet Service Provider (ISP) with high-speed internet access. A minimum speed of 400 Mbps (megabits per second) is required. Candidates must be willing to share their ISP service agreement with CRP to verify that their internet plan meets the required speed and supports high productivity without lag.
• An Ethernet cable is required to directly connect the laptop to the internet router, ensuring a fast and reliable network connection and data transfer. Hotspots, public networks, and unsecured internet service locations are prohibited.

Remote (Virtual) Workspace Requirements: Below are the requirements for establishing and maintaining a supportive, secure, and productive virtual workspace environment:

• Accommodations for client-provided equipment (see Equipment Requirements) must include a comfortable, ergonomically appropriate chair and a sturdy desk measuring 48–60 inches in width, 24–30 inches in depth, and 28–30 inches in height, suitable for extended periods of seated work. (CRP reserves the right to inspect the remote workspace prior to training and at any time during the project assignment.)
• A dedicated, private, closed-door workspace is required. The environment must be isolated and free from distractions, ensuring that household members (including spouses, partners, children), roommates, family members, or visitors do not interrupt the workday.
• Adequate lighting must be provided to reduce eyestrain, utilizing natural or artificial light as appropriate.
• Proper ventilation and temperature control must be maintained to ensure the CSR remains alert, comfortable, and focused.
• The workspace must be orderly, clean, and uncluttered, supporting a professional, calm, and productive work environment.

Pay: $19.19 per hour Benefits:

• Paid time off

Work Location: Remote