Job Title: Bilingual Contact Center Agent

Function: Contact Center Operations

Office Location: College Park

Workplace Type: Onsite

Employee Status: Full-Time

Hours: M-F – 10:00 AM to 7:00 or 11:00 AM to 8:00 PM

BDI – Bobby Dodd Institute empowers people with differing abilities to maximize their potential by securing economic self-sufficiency, independence, and inclusion within their communities. We do this by offering programs and consulting services for individuals with disabilities and their loved ones.

Our contact center BPO (Business Process Outsourcing), allows us to create tailored partnerships that financially support our nonprofit programs.

Job Description: Our Bilingual Contact Center agent will take English and Spanish Calls from our client’s members. You must maintain a positive, empathetic, and professional attitude toward our customers by creating a positive customer experience. This position requires a passion for problem-solving, both verbal and written communication.

Job Responsibilities:

• Answers phones and research inquiries concerning benefits and enrollment.
• Research and document/update databases such as network-to-network changes and CRM documentation.
• Provides information to internal and external customers.
• Regenerates copies of pertinent correspondence.
• Processes additional assignments, such as PCM changes, address changes, ID card replacements, referral and authorization status calls, data entry, etc.
• Demonstrates regular, reliable, and predictable attendance.
• Other duties as assigned.

Job Requirements

• Must speak, read and write the English language.
• Must speak and comprehend the English and Spanish languages.
• High School Diploma or GED
• 1 year of contact center, customer service, insurance, or medical experience preferred.
• Any combination of academic education, professional training, or work experience demonstrating the ability to perform the position’s duties.
• Excellent interpersonal, communication and organization, and multi-tasking skills
• Ability to read, comprehend and explain benefits in a clear, concise, and professional manner.
• Strong PC skills, including MS Word and Excel, and Lotus Notes.
• Able to write clear and concise notes.
• Personnel shall maintain skills through continued and ongoing training through the Centene/HNFS Cornerstone Learning Management System (LMS)
• Pass Skills assessment during the hiring process

The CSR may be asked to complete other duties as assigned by management. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that the employee requests for this job. Duties, responsibilities, and activities may change at any time, with or without notice.