Client Service Representative I - MUST BE FLUENT IN SPANISH

The Client Service Representative I provides high-quality client and member-focused service using knowledge of plans, products, systems, and procedures to meet or exceed client and member expectations. CSR I's answer questions and resolve issues based on phone calls, emails, and internet inquiries from members and clients; access information from a variety of systems and references; and focus on identifying problems and achieving the best solution. This requires effective oral communication skills with internal and external customers. CSR I's handle a wide variety of calls, identify service problems, and initiate appropriate action to resolve problems. They utilize systems to track all events and outcomes and educate customers on a daily basis through routine calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Support:

• Answer questions and resolve issues based on phone calls, emails, internet inquiries from participants, clients and others while maintaining consistent quality in accordance with the quality score guide
• Research and respond to enrollment issues
• Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client
• Receive, distribute and/or own tasks including resolution and appropriate customer support
• Effectively document and track contacts with participants, clients, and vendors
• Ensure all interactions with customers (both internal and external) are professional and courteous.
• Escalate appropriate referrals, complaints, grievances, and appeals according to client requirements.
• Educate participants, clients, and others on self-service options
• Assist in the preparation of daily, weekly or monthly reports
• Update member data including dependents, change of addresses, etc., ensuring data integrity.
• Complete tasks, generate letters and file associated paperwork
• Effectively interact with all team members for the purpose of resolving participants' or clients' needs.
• Perform other duties as assigned

Operations:

• Generate reports and complete projects in conjunction with Team or Client Services.
• Complete team functions—such as mail, photocopying, etc.
• Attend Client Culture days as requested
• Receive and resolve participant questions in coordination with other team members.

KNOWLEDGE, SKILLS, AND ABILITIES

• Must be fluent in Spanish
• Able to comply with Company attendance standards as described in established guidelines.
• Ability to work any shift between 7:00 am – 7:00 pm, Monday through Friday
• Ability to work well with others as part of a Team, excellent verbal communication, written skills, and interpersonal skills.  Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations to ensure excellent customer service
• Capacity to read and comprehend a variety of documents, follow instructions, learn and understand client-specific rules, and health and welfare federal and state laws and mandates
• Ability to balance participant, client, and/or vendor demands with the needs of the business and effectively resolve participant, client or vendor issues with an empathetic attitude  
• Ability to adapt to change and have the ability to comprehend and keep abreast of information pertinent to the job such as Knowledge Base updates
• Ability to demonstrate good listening, written, and verbal communication skills
• Possess strong problem-solving skills to sufficiently handle and resolve routine participant, client and/or vendor inquiries
• Must have good organizational skills with a keen eye for accuracy and attention to detail
• Ability to initiate searches in Knowledge Base and related documents
• Must demonstrate and maintain an extremely high regard for sensitive information.
• Ability to learn a variety of software and procedural information as well as the various computer systems supported
• Ability to operate and is proficient with PC equipment utilizing specified software packages and other programs and functions
• Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job) and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job
• Working knowledge of Microsoft Office Suite (Excel, Word, and Outlook) and Internet Explorer
• Ability to type and/or use a computer keyboard with sufficient speed (minimum of 21 WPM) and accuracy to perform the duties of the job