Experienced Bilingual Customer Service Representative II – National Contact Center

At arenaflex, we're dedicated to providing exceptional customer service to the public, healthcare providers, and public health professionals through our CDC INFO program. As a Bilingual Customer Service Representative II, you'll play a vital role in supporting our mission by providing accurate, reliable, and science-based health information on a wide range of topics. If you're passionate about delivering outstanding customer experiences, working in a dynamic environment, and making a difference in people's lives, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the support they need to deliver high-quality services to their constituents. With a strong commitment to excellence, arenaflex has established itself as a trusted partner in the healthcare industry.

Job Summary

As a Bilingual Customer Service Representative II, you'll be responsible for providing exceptional customer service to our clients through multiple channels, including phone, email, web chats, and written letters. You'll work closely with our team to ensure that our clients receive accurate and timely information, and that their needs are met with empathy and professionalism. This is an excellent opportunity to join a dynamic team, develop your skills, and make a meaningful contribution to the healthcare industry.

Key Responsibilities

- Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e., telephone, emails, web chats, or written letters). - Use computerized systems for tracking, information gathering, and/or troubleshooting. - Provide feedback when needed, provide input on call trends, processes, procedures, and training. - May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. - Utilize databases and written materials to look up and provide information to telephone, email, chat inquiries as well as scheduling appointments and sending out kits. - Maintain up-to-date knowledge of CDC Public Response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner. - Track and document all inquiries, appointments, kits, using CRM and applicable systems. - Meet Quality Assurance (QA) and other key performance metrics. - Escalate calls, emails, chat, scheduling or kit-related issues to the appropriate designated group. - Continually look for and suggest process improvements, which will benefit arenaflex, CDC, and the public (inquirers). - Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems.

Requirements

- High School diploma or equivalent with 6 months of customer service experience. - Must be fluent in English and Spanish. - May have additional training or education in area of specialization. - Experience working with a PC, MS Word, and Outlook required. - Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks. - Proven ability to work as a member of a team, as well as independently. - All CDC INFO personnel will be required by contract to undergo periodic program update training as the program changes. - All CDC INFO personnel are required to sign a Statement of Understanding and Non-Disclosure. - Previous experience with phone systems and headset preferred. - Must be able to work from home and comply with remote working policies and requirements. - Flexibility – Required to work holidays, weekends, and/or weekends to meet operational needs. - Must be able to work alternate schedules.

Home Office Requirements

- Hardwired internet (ethernet) connection. - Required Internet speeds – Minimum download 25mbps or higher and minimum upload speed 10mbps or higher (you can test this by going to www.speedtest.net). - Private work area and adequate power source. - Video calls may be requested on occasion. Proper background and attire is required.

Benefits

- Competitive salary range: $17.20 - $24.04 per hour. - Opportunity to work in a dynamic and supportive team environment. - Comprehensive training program to ensure your success. - Flexible work arrangements, including remote work options. - Opportunities for career growth and professional development. - A commitment to diversity, equity, and inclusion.

Why Join arenaflex?

- arenaflex is a leader in the healthcare industry, providing business services to governments and helping them operate health and human services programs. - We're committed to excellence, innovation, and customer satisfaction. - Our team is passionate about making a difference in people's lives, and we're looking for like-minded individuals to join us. - We offer a comprehensive benefits package, including competitive salary, comprehensive training, and opportunities for career growth and professional development.

How to Apply

If you're passionate about delivering exceptional customer service, working in a dynamic environment, and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to diversity, equity, and inclusion, and we welcome applications from diverse candidates. arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.

Pay Transparency

For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job