Bilingual Customer Service Representative

Customer Support Representative

About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Puerto Rico team is growing and we're looking for experienced Bilingual Customer Support Representatives to join our Helpware team.

Position Overview:

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Primary Responsibilities:

Spanish/English Inbound & outbound calls;

Scheduling reservations for transportation to healthcare appointments;

Checking on the status of those transportation reservations;

Interaction not only with health plan members but also with transportation providers and healthcare facilities;

Routing calls to internal teams that specialize in questions related to billing, benefit balances, and other general account issues.

Required Education and Experience

High school diploma or equivalent

One (1) year of inbound call center experience in high call volume atmosphere

Bilingual fluency in English/Spanish required.

Preferred Education and Experience

Experience with Medicaid, Medicare, and NEMT (Non-Emergency Medical Transportation) guidelines

Knowledge of health insurance programs and benefits

Skills

Outstanding problem-solving skills and ability to maintain professionalism in a high-stress environment

Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in person, via email, and over the phone.

Positive and helpful attitude

Exceptional interpersonal skills and conflict resolution ability

Ability to work independently and/or with a Team

Basic computer literacy; proven ability to navigate multiple Windows/tabs, copy/paste, and accurately type 35 wpm

Flexible with the ability to adapt to changes in business, strategy, and technology

Ability to empathize with the Member and/or Member's guardian

Must be able to work with geographically and culturally diverse populations and personalities