Bilingual Customer Service Rep | CSR

Work Schedule: Must be available for any 8-hour shift between 7 am and 7 pm. Strict adherence to attendance and performance metrics is required.

The ideal candidate will possess strong communication skills, a customer-first mindset, and the ability to thrive in a fast-paced, high-volume call center environment.

• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.
• Bilingual Proficiency: All bilingual staff are required to read, write and speak English and Spanish. The skills testing should reflect their ability to read, write and speak Spanish with an 80% or better score.
• Proficiency in Microsoft Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.

• Be part of a team that makes a meaningful impact by supporting Medicaid providers and clients.
• Opportunities for professional growth and skill development.
• High chances for contract extension based on performance.

• This is an onsite role based in Austin, TX.
• Travel and expenses are not covered by the client.
• Schedule change requests cannot be accommodated during the first 90 days.