The Role
As a Bilingual Chat Support Representative, you will help Spanish or French and English-speaking members through enrollment and plan updates for their health care and pension plans. You’ll spend your day providing support via chat and messaging, with phone support opportunities as you gain experience. We believe in taking the time necessary to provide excellent service on every interaction. After an initial training and onboarding period, you’ll work from home in a fully remote environment.
Key Responsibilities
• Quickly build rapport and respond to Spanish or French-speaking customers with compassion, identifying and exceeding their expectations through respectful, accurate, and timely communication via chat, phone, and messaging
• Adapt your customer service approach to meet different communication styles and personalities while maintaining professionalism during challenging interactions
• Safeguard confidential information including medical, health, financial, and personal data with sensitivity and discretion in accordance with data privacy and security requirements
• Translate health, welfare, and pension terms and complex plan information into simple, clear explanations that customers can understand and act upon
• Read and understand plan documents and knowledge-base tools while collecting relevant information to determine immediate requests and anticipate future member needs
• Demonstrate knowledge of company and client procedures, providing appropriate and accurate information consistently
• Maintain complete and accurate records of all interactions in English in a professional manner
• Participate regularly in team meetings and training sessions
• Communicate and collaborate respectfully with colleagues, supervisors, and other staff members
• Spend the majority of your time assisting customers
Skills/background needed: Excellent Spanish or French language skills; ability to move seamlessly between Spanish or French and English in conversations and translate interactions into grammatically correct English notes; strong analytical and problem-solving skills; ability to work in a structured environment and adhere to schedules and protocols; high attention to detail and strong multi-tasking abilities; experience with Microsoft Word and Excel; comfort managing multiple open windows while assisting customers; ability to work independently in a self-paced environment; comfort with virtual training and online interaction with supervisors via chat; ability to understand and follow written and oral instructions; typing speed of at least 30 words per minute; previous customer service experience; high school diploma or equivalent. Knowledge of health, welfare, or pension plans and prior call center experience are a plus. No experience necessary – full training provided.
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Seasonal position with potential for extension based on performance.
Location: Open to applicants worldwide (remote position).
Equal Opportunity Employer. We consider qualified applicants regardless of background.
Ready to get started? Submit your application below.