Job summary
Spanish Speaking Call Center RepresentativeHybrid position (in person training/ work from home after training)Answer incoming customer calls and provide customer service
Job seniority: entry level
Responsibilities
• Answer incoming Spanish customer phone calls and take appropriate action for each call.• Maintain customer satisfaction ratings based on explicit criteria set forth by the company.• Attend mandatory training sessions to stay updated on product or company policy changes.• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input data into the company computer platform to keep each customer record updated.• Update client demographics including phone numbers, pharmacy, address, insurance• Schedule, Reschedule, Cancel, Confirm appointments as necessary.• Create Telephone encounters and send to the appropriate staff within the different clinics.• Transfer telephone calls to appropriate staff as calls are answered.• Understands Housing Works programs (Health Homes, RAD, HR, CP)• Capable of managing large amounts or inbound and outbound calls in a timely manner.• Identifying customers' needs, clarify information, research every issue and providing solutions• Scan clients' documents in EMR system, and correctly document
Requirements
• High school diploma or GED required• Bilingual Spanish Required• Strong computer skills.• Excellent interpersonal communication skills• High level of professionalism.• Strong problem-solving abilities• Excellent customer service and communication skills.• Technology literate.• Ability to learn new systems and workflow processes.• Ability to multi-task on an ongoing basis.• Good organization and prioritization skills.• Proven ability to utilize and teach others to use mobile technology.• Accurate recordkeeping and documentation skills.• Familiarity and experience in working with homeless, substance use, mentally ill and other vulnerable populations.• Ability to work occasional evenings and weekends with advance notice.• Adherence to Housing Works Core Values All-In, Stronger Together, Membership, High Performance.
Key Skills Needed
• Bilingual Spanish• Strong computer skills• Excellent interpersonal communication skills• Strong problem-solving abilities• Excellent customer service• Technology literacy• Organizational skills• Recordkeeping and documentation skills• Familiarity with working with vulnerable populations
Benefits
• Comprehensive healthcare plans to choose from• PTO accrual• Educational benefit
