Customer Service Agent II Bilingual (Spanish/English $18.50hr/$1 Pay For Performance Hybrid Remote)

JOB TITLE:                          Customer Service Representative II Phones Bilingual (Spanish/English) ($18.50/hr + $1/pay for performance)

DEPARTMENT:                  Operations          

REPORTS TO:                     Supervisor     

FLSA STATUS:                    Non-Exempt                                                     

OUR GUIDING PRINCIPLES:  

Make every interaction Count 

Act with Respect and Integrity 

Demonstrate Passion for Continuous Improvement 

Be Worth of Trust from all Stakeholders 


OVERVIEW: 
The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills.  This is a work from home position.



ESSENTIAL FUNCTIONS:
Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Coordinates claims electronically and via telephone both in English and Spanish.
Handles eligibility inquiries both in English and Spanish and all lines of business.
Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
Ensures first call resolution through problem solving and effective call/email/chat handling.
Meets demands for privacy, confidentiality, precision.
Documents all customer information, communications in Customer Relationship Management (CRM) system.
Maintains a working knowledge of our clients’ requirements using a Knowledge Base.
Occasional work on-site in our mailroom
Provides mentoring, training, and development to other CSRs as needed.

SUPERVISORY RESPONSIBILITIY:
This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS: 
This position requires full, flexible availability, although will generally be M-F 8-5.

QUALIFICATIONS:
• 2+ years of college preferred.
• 2+ years of contact center experience preferred.
• High school diploma or equivalent required. 
• 18 years of age or older
• Time management skills and the ability to work independently are essential for this role.
• Excellent organizational, written and oral communication skills both in English and Spanish.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Must have experience with maneuvering electronic data between various environments.
• College degree preferred.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER