Remote - Bilingual Contact Center Representative - IHA Scheduling Team (6582)

To help you learn more about the position, including its responsibilities and compensation rate, we have prepared a brief video presentation. You can access the video using the following link: IHA, Contact Center Representative

• →Answering or making calls to members to book appointments for their no-cost In-home Health Assessments
• →Learn about and address customer needs, complaints, or other service issues.
• →Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued.
• →Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
• →Building lasting relationships with customers and other call center team members based on trust and reliability.
• →Utilizing software, databases, scripts, and tools appropriately.
• →Understanding and striving to meet or exceed call center metrics while providing excellent, consistent customer service
• →Making sales or recommendations for products or services that suit client needs better.
• →Taking part in training and other learning opportunities to expand knowledge of the company and position.
• →To be available on meetings on camera as and when needed
• →Adhering to all company policies and procedures.
• →Additional ad-hoc tasks as assigned by the Call Center Supervisor

• The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment
• Experience working in an outbound sales process is a plus
• Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction
• Good time manager. Ability to multitask and work in a challenging environment
• Ready to learn and grow. Go-getter mindset.

• Will be responsible for handling inbound and outbound calls to schedule health assessment visits (Member Engagement)

• Outgoing personality and sales approach
• Solid work history, citing any recognition and promotion
• Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
• Customer service or other directly related experience is a plus
• Ability to collaborate and be a team player
• Various software and data entry proficiency, including MS Office
• Ability to type 40Wpm, 60Wpm is preferred
• Strong communication and time management skills
• Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills
• Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues
• Honesty and integrity
• Bilingual proficiency in English and Spanish is mandatory for this role, as the representative will interact with diverse customer populations across both languages.

• Excellent attendance and work record
• Ability to professionally articulate customer call scripts
• Exceptional customer service and active listening skills
• Ability to empathize and manage personal emotions
• Ability to function as an effective team member
• Ability to internalize and follow protocols/guidelines
• Demonstrate excellent oral and written communication skills; correct spelling is a must
• Strong time management skills and decision-making skills
• Strong computer skills required
• Must have a working knowledge of MS Office applications: Word, Excel, and Outlook
• Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.