Customer Service Representative (Bilingual)

JOB SUMMARY

An Alivi Bilingual (Spanish Speaking) Customer Service Representative (CSR) will provide prompt and
courteous support to the members of our health plan partners in both English and Spanish, address inquiries
about our transportation services. The CSR role requires excellent communication skills in both English and
Spanish, empathy, patience, and attention to detail during data entry and while speaking with members

DUTIES & RESPONSIBILITIES

• Handle inbound calls in both English and Spanish from health plan members and representatives,

regarding transportation services offered through our health plan.
▪ Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per
hour and Customer Satisfaction after call survey.

• Follows all HIPAA and compliance protocols to ensure the protection of all members protected health

information (PHI).

• Escalates transportation and Customer Service concerns to contact center leadership team.

REQUIREMENTS & QUALIFICATIONS

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.

▪ Fully bilingual: English/Spanish.
▪ High School degree or equivalent.

• Must be able to sit for 8 hours or more a day wearing a headset.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during

scheduled work shift (conflicting responsibilities may include caring for family members.)

• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• Excellent written, communication and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• Must be able to adapt to high and a fast-paced call volume.

Job Type: Part-time

Pay: From $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Do you have a minimum of 6 months of inbound Contact Center experience?
• Do you have experience in Microsoft Teams, Outlook, and Word?
• Do you have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps?
• What part-time shift works better for you (8am-12pm, 12pm-4pm, 9:30am-1pm or 2:30pm-6pm est.)?
• Do you have a have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members)?
• Are you capable of wearing a headset throughout a 4 hour shift?
• Do you have excellent written, communication and data entry skills?
• Where do you reside?

Language:

• English and Spanish (Required)

Work Location: Remote