[Remote] Remote Bilingual Sr. Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. 1st Choice, LLC is seeking a Bilingual Senior Customer Service Representative to support a high-volume client services program. The role assists customers, providers, and stakeholders by resolving inquiries, processing program transactions, and ensuring compliance with policies and procedures.

Responsibilities

• Respond to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms
• Provide accurate information regarding eligibility, enrollment, services, and program requirements
• Investigate and resolve complex or escalated cases across multiple service channels
• Research case histories and analyze information from multiple systems
• Process enrollments, disenrollments, and other program transactions while meeting quality and compliance standards
• Review and interpret customer, provider, beneficiary, and system data
• Maintain current knowledge of program policies, procedures, and compliance requirements
• Serve as a liaison between internal departments, health plans, and external partners
• Support operational functions including contact center activities, research, forms processing, and related administrative work
• Identify operational risks and proactively escalate concerns when appropriate
• Provide feedback regarding training, performance, and process improvement opportunities
• Recommend workflow and procedural enhancements to improve efficiency and accuracy
• Review knowledge base materials and suggest updates as needed
• Participate in audits, special projects, and organizational initiatives
• Assist with training and knowledge-sharing activities
• Build and maintain professional working relationships with internal and external stakeholders
• Meet established productivity, quality assurance, and performance metrics
• Protect confidential customer and program information
• Perform additional duties as assigned

Skills

• Must be fluent in Spanish and English
• High School Diploma or GED required
• Minimum 1 year of relevant professional experience required
• Equivalent combination of education and experience may be considered
• Fluent in both English and Spanish
• Strong communication, problem-solving, and customer service skills
• Ability to work independently in a remote environment
• Comfortable navigating multiple computer systems simultaneously

Benefits

• Fully remote opportunity for candidates residing anywhere within the United States
• Equipment provided by the client
• 4 weeks of classroom training followed by 2 to 3 weeks of nesting/on-the-job training

Company Overview