The Bi-Lingual Customer Service Associate II provides outstanding service to health care providers, patients and the general public. This position will answer incoming Spanish and English language calls related to product availability, use and performance and place outbound calls to educate patients on the proper use of our products and services. This position will support the order entry process and assist with new client account creation when workload requires. Inbound calls that are not handled in the Contact Center will be triaged to the appropriate department.
Answers and responds to incoming calls in English and Spanish, as well as other inbound contacts.
Places outbound calls in English and Spanish as required by the workflow and identifies and overcomes objections.
Researches required information using available resources.
Manages and resolves customer complaints and identifies and escalates priority issues.
Provides customers with product and service information.
Enters new customer information and orders into the system and updates existing customer information.
Routes contacts to the appropriate resources.
Documents all call information according to standard operating procedures.
Recommends changes to ensure high quality customer service.
Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.)
Ability to perform all essential responsibilities of the Customer Service Associate I position and perform them as directed.
Meets standards for production and accuracy within 6 months in shift date.
Working hours: 1st shift Monday-Friday
Must be 18 years of age or older and legally authorized to work in the United States.
High School diploma or GED.
Excellent verbal and written English and Spanish communication skills. Bi-lingual certification a plus.
Some college course work preferred but not required.
Previous work in a contact center within the health care industry is preferred but appropriate contact center experience in other fields may be considered.
Demonstrated experience working in a customer service environment specialized in providing an exceptional customer experience.
Spherion is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.