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call center representative

IQVIA

<div>
 As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product&rsquo;s value to payers, physicians, and patients. A significant part of our business is providing patient support programs on the behalf of our customers. With the right experience, you can help provide support to patients in need of available therapies.
 
 
 IQVIA has the world&rsquo;s largest Commercial Sales &amp; Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for patient support, field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000+ field professionals in more than 30 countries addressing physician and patient needs.
 
 
 We are excited to announce that currently we are looking for a 100% remote (work from home&mdash;WFH) contract
 
 Pharmacy Support Call Center Representative
 
 to join our team. In this position, you will provide payment assistance solutions such as co-pay cards or vouchers. The
 
 Pharmacy Support Call Center Representative
 
 is primarily responsible for fielding requests such as: card activation, program eligibility, explanation of program benefit and explanation/troubleshooting of submission rejection.
 
 
 
 Role Purpose
 
 
 
 <ul>
 <li>
 Primary Call Center contact for patients, pharmacies and medical professionals utilizing an Opus Health program. Call Center Representatives are responsible for fielding requests such as: card activation, program eligibility, explanation of program benefit and explanation/troubleshooting of submission rejection.
 
 
 </li>
 </ul>
 
 Job Responsibilities
 
 
 
 <ul>
 <li>
 Provide initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center
 </li>
 <li>
 Quickly assess the user's issue and provides first level support for problem resolution
 </li>
 <li>
 Document information specific to the resolution and escalate unresolved issues expeditiously to the appropriate area
 </li>
 <li>
 Recognize operational challenges and suggest recommendations to management, as necessary
 </li>
 <li>
 Ability to work 40 hours per week (shifts: 8:00 am &ndash; 5:00 pm EST or, 9:00 am - 6:00 pm EST or, 10:00 am - 7:00 pm EST or, 11:00 am &ndash; 8:00 pm EST) under moderate supervision
 
 
 </li>
 </ul>
 
 Minimum Education &amp; Experience
 
 
 
 <ul>
 <li>
 High School Diploma or equivalent
 </li>
 <li>
 Pharmacy Technician experience required
 </li>
 <li>
 HIPAA certified
 </li>
 <li>
 Call center experience required (3+ years preferred)
 </li>
 <li>
 Experience in medical claim processing is a plus
 </li>
 <li>
 Bi-lingual (English/Spanish) is a plus
 </li>
 <li>
 MUST currently be working on a PSS contracted role with IQVIA
 
 
 </li>
 </ul>
 
 IQVIA
 
 is an Equal Opportunity Employer. We cultivate a diverse corporate culture across the 100+ countries where we operate, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for IQVIA, our clients, and the advancement of healthcare everywhere.
 
 
 IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
 
 
 IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
 
 
 IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
 
 
 The potential base pay range for this role is $18.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
 
 
</div>

Pharmacy Tech Support Call Center Representative (Home-Based)

CVS Health

<div>We&rsquo;re building a world of health around every individual &mdash; shaping a more connected, convenient and compassionate health experience. At CVS Health&reg;, you&rsquo;ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger &ndash; helping to simplify health care one person, one family and one community at a time.
Position Summary<div><div><div><div>
CVS Aetna has an opportunity available for a full time Customer Service Representative in the Behavioral Health team. This role provides advocate care to assist the member with a clear path to care, claims understanding and resolution and educates the member with online resources. The Customer Service Representative guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
Position Overview<ul><li>
Schedule: Monday-Friday 11:45AM-8:15PM EST</li><li>
Schedules subject to change at any time with advanced notice due to business need.</li><li>
Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment.</li><li>
Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST.</li></ul>
What you will do<ul><li>
Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.</li><li>
Taking accountability to fully understand the member&rsquo;s needs by building a trusting and caring relationship with the member.</li><li>
Anticipates customer needs.</li><li>
Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.</li><li>
Performs financial data maintenance as necessary.</li><li>
Explains member's rights and responsibilities in accordance with contract.</li></ul>
Workspace Requirements<ul><li>
Must have a quiet/secure workspace in your home.</li><li>
Recommended Technical requirements when obtaining your own residential internet service.</li><li>
Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).</li><li>
Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.</li><li>
Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.</li></ul>
Required Qualifications<ul><li>
1+ years of experience in a healthcare, call center environment.</li><li>
Experience using Microsoft Office products&rsquo; specifically Excel, Outlook, and Word.</li></ul>
Preferred Qualifications<ul><li>
Previous Behavioral Health, Medical, or Insurance background.</li><li>
Experience working from home in a remote role.</li></ul>
Education<ul><li>
High School Diploma or GED.</li></ul></div></div></div></div>
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $31.30
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits &ndash; investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:<ul><li>
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.</li><li>
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</li><li>
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</li></ul>
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 05/01/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</div>

Customer Service Representative - Behavioral Health (Monday-Friday 11:45AM-8:15PM EST)

<div>We&rsquo;re building a world of health around every individual &mdash; shaping a more connected, convenient and compassionate health experience. At CVS Health&reg;, you&rsquo;ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger &ndash; helping to simplify health care one person, one family and one community at a time.
Position Summary
CVS Aetna has an opportunity available for a full time Customer Service Representative in the Behavioral Health team. This role provides advocate care to assist the member with a clear path to care, claims understanding and resolution and educates the member with online resources. The Customer Service Representative guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
Position Overview<ul><li>
Schedule: Monday-Friday 10:45am -7:15pm EST.</li><li>
Schedules subject to change at any time with advanced notice due to business need.</li><li>
Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment.</li><li>
Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST.</li></ul>
What you will do<ul><li>
Creates an empathetic connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.</li><li>
Taking accountability to fully understand the member&rsquo;s needs by building a trusting and caring relationship with the member.</li><li>
Anticipates customer needs by answering unasked questions.</li><li>
Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.</li><li>
Performs financial data maintenance as necessary.</li><li>
Explains member's rights and responsibilities in accordance with contract.</li></ul>
Workspace Requirements<ul><li>
Must have a quiet/secure workspace in your home.</li><li>
Recommended Technical requirements when obtaining your own residential internet service.</li><li>
Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).</li><li>
Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.</li><li>
Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.</li></ul>
Required Qualifications<ul><li>
1+ years of experience in a healthcare, call center environment.</li><li>
Experience using Microsoft Office products&rsquo; specifically Excel, Outlook, and Word.</li></ul>
Preferred Qualifications<ul><li>
Previous Behavioral Health, Medical, or Insurance background.</li><li>
Experience working from home in a remote role.</li></ul>
Education<ul><li>
High School Diploma or GED.</li></ul>
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $31.30
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits &ndash; investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:<ul><li>
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.</li><li>
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</li><li>
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</li></ul>
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 05/01/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</div>

Customer Service Representative - Behavioral Health (Monday-Friday 10:45am -7:15pm EST)

Molina Healthcare

Job Description
 
Job Summary
 
Provide prospective and existing members with assistance (telephonically inbound and outbound) completing state required applications, for the purpose of obtaining and maintaining healthcare coverage, and accurate information for eligibility for Medicaid, CHP and Essential Plan. Provide non-clinical reminders (i.e.; product overviews, premiums, gaps in care, care management, member engagement events etc..) and assist as needed with resolving issues, scheduling appointments, conducting outreach to appropriate State entities and resources to ensure member satisfaction, retention initiatives and quality metrics are met.
 
Job Duties
 
<ul>
<li>Pro-actively facilitate outreach (and handle inbound calls) to Molina members regarding their upcoming recertification with the state and healthplan. Educating members on process, qualifications, necessary documentation needed etc; while completeing the required applications and submissions to the State.</li>
<li>Management of individual State dashboards required</li>
<li>Assist and resolve complex member issues related to application errors, immigration status, multi-family enrollment, premiums, eligibility; etc.</li>
<li>Provide non-clinical reminders (i.e. product overviews, premiums, gaps in care, member engagement events etc.)</li>
<li>Facilitate the closure of at-risk care gaps, scheduling appointments, conducting outreach to appropriate State entities, direct toward available resources and care management opportunities; to ensure member satisfaction, retention, and drive plan quality performance.</li>
<li>Responsible for promoting and increasing member enrollments into plan programs (i.e.; Member portal, Rewards Program, etc.)</li>
<li>Assists Medicaid Members in contacting their social worker regarding eligibility issues and follow-up with members to ensure follow through, if allowed by the member’s respective state.</li>
<li>Conduct outreach to retain members that have been identified as late renewals, post terms and potential disenrollments, assist and educate members on next steps and required paperwork.</li>
<li>Accurately and timely documentation of outreach in the appropriate databases.</li>
<li>Collaborate with the leadership team to provide feedback, trends and insights for areas of opportunity for improvement related to technology, process, people, retention and member experience.</li>
<li>Access a number of organizational based platforms and tools for the purpose of inputting and outputting data, related to documenting member care, status, renewal status etc. (such as: Salesforce, CCA, Sharepoint, Excel, Genesys etc)</li>
<li>Attend and assist with in-person community based member retention events</li>
<li>Placement in demonstrated high foot traffic locations, to assist with member in-person interactions may be required. Assist with in-person renewals, eligibility issues, application updates, submission of paperwork etc..</li>
<li>Maintain appropriate certifications and quality scores in compliance with the State and Molina Healthcare.</li>
<li>Some in office trainings, meetings and field work required; will be based on business needs</li>
<li>Other tasks or special projects as required or directed</li>
</ul>
Job Qualifications
 
REQUIRED EDUCATION: 
High School Diploma or equivalent
 
REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES: 
<ul>
<li>2-4 years customer service experience, preferably in a call center environment</li>
<li>Experience communicating with members in a customer service setting and have the ability to assess needs and make thoughtful decisions to help a member</li>
</ul>
REQUIRED LICENSE, CERTIFICATION, ASSOCIATION: 
Must have NYS Certified Application Counselor Certification and/or be able to obtain certification within 60 days of hire date
 
PREFERRED EDUCATION: 
Associate’s Degree or equivalent combination of education and experience
 
PREFERRED EXPERIENCE: 
3-5 years customer service experience in a call center environment
 
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
 
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
 Pay Range: $17 - $38.37 / HOURLY
 <ul>
<li>Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.</li>
</ul>

Specialist, Market Growth & Retention (Remote in NY) - Bilingual – Spanish

1199 SEIU

<div><div><div><div><div>Requisition #:
</div><div>7453 - 7457</div>
</div><div><div># of openings:
</div><div>5</div>
</div><div><div>Employment Type:
</div><div>Full time</div>
</div><div><div>Position Status:
</div><div>Permanent</div>
</div><div><div>Category:
</div><div>Bargaining</div>
</div><div><div>Workplace Arrangement:
</div><div>Hybrid</div>
</div><div><div>Fund:
</div><div>1199SEIU National Benefit Fund</div>
</div><div><div>Job Classification:
</div><div>Non-Exempt</div>
</div>
</div></div><div>Responsibilities<ul><li>
Maintain HIPAA compliance while communicating with 1199SEIU members and advocates via telephone or written correspondence regarding benefit eligibility and claim submissions; accurately and professionally respond to a high volume of calls and inquiries by providing excellent customer service</li><li>
Respond to outbound inquiries which include voicemails and emails</li><li>
Provide assistance with medical and pension benefits, Medical and Part B claims and retiree programs</li><li>
Provide benefit eligibility requirements for Pension and Retiree Health Benefits to prospective pensioners and beneficiaries; research and establish eligibility for members and the reinstatement of terminated coverage;</li><li>
Generate inquiries for pension applications, pension estimates, check stop payments, death e-forms and Medical Code updates</li><li>
Update Member and/or Retiree demographic information (i.e. address, telephone number and email) as needed</li><li>
Generate pension verification letters at member&rsquo;s request and request duplicate 1099-R Tax Forms as needed</li><li>
Mail requested Pension and Retiree Health information such as applications, direct deposit forms, Preferred Drug Lists, Medical &amp; Part B Claim forms, Enrollment Change forms, explanation of benefits, directories, etc</li><li>
Communicate and explain Retiree Health Benefits (RHB) to retirees (i.e., Medicare Part D and 1199SEIU Medicare Advantage Plan); alert members of new RHB programs, plan improvements or changes</li><li>
Research disability and medical claim history for claim status, accuracy, and timeliness; access various web-based applications relevant to member&rsquo;s inquiries</li><li>
Communicate with Eligibility department via call tracking module (QNXT), e-mail to update or terminate a member&rsquo;s eligibility and Medicare Part D information</li><li>
Generate inquiries for health cards; request letters of Creditable Coverage when necessary; contact Medicare and Centers for Medicare &amp; Medicaid Services (CMS) to verify member Medicare Part D eligibility</li><li>
Provide assistance to members of Aetna MAPD with eligibility and benefit issues</li><li>
Perform additional duties and projects as assigned by management</li></ul> 
Qualifications<ul><li>
High School Diploma or GED required, some College or Degree preferred</li><li>
Minimum two (2) years high volume customer service experience in a call center environment; or two (2) years health claims processing experience; or two (2) years conducting pension calculations required</li><li>
Knowledge of Pension and Retiree Health Benefits provided by the Funds preferred (National Benefit Fund, Greater NY and Home Care, Hospital League, 144 Hospital Pension, etc)</li><li>
Knowledge of web-based applications, health claims systems, and call tracking systems with good navigation skills (Vitech and QNXT)</li><li>
Keyboarding skills required (minimum 5,000 KPH and 80% accurate rate)</li><li>
Excellent customer service skills required; able to maintain pleasant and helpful demeanor ensuring professional service is provided</li><li>
Superb communication skills both verbal and written; able to communicate in a clear and concise manner and initiate own correspondence</li><li>
Ability to work well under pressure due to the high volume and urgent nature of calls</li><li>
Able to multi-task, establish priorities, meet deadlines, and follow through on assignments</li><li>
Member Services hours of operation are from 8:00 am - 6:00 pm; shifts are subject to change and/or availability</li></ul></div></div>

Telephone Representative II (Retiree Services)

Maximus

<div>Essential Duties and Responsibilities:<ul><li>Foster strong customer relationships, monitoring their engagement and progress.</li><li>Collaborate regularly with customers to attain program goals and sustain eligibility for services.</li><li>Conduct workshops and deliver various training services to customers.</li><li>Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation.</li><li>Aid customers in accessing services aligning with program objectives, including educational/vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs.</li><li>Follow up with customers to ensure their needs are met and address any queries or concerns.</li><li>Collaborate with team members, providing expertise and assistance in resolving participant issues.</li><li>Maintain accurate and timely case notes for all customer interactions and document related activities.</li><li>Share updates on outreach and engagement efforts with project staff.</li><li>Report identified barriers hindering customer engagement with the Provider to project staff.</li><li>Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients
</li><li>Assist Call Center Operations and other departments as determined by project management to meet business needs
</li><li>Regular member of a processing unit within the Outreach department: EEU, Data Entry, and Manual Notices
</li><li>Conduct shadowing / training activities with new hires
</li><li>Works in assigned special projects
</li><li>Maintain Certified Application Counselor CAC active certification
</li><li>Conduct Certified Application Counselor (CAC) tasks in select counties
</li><li>Maintain updated knowledge of the New York Medicaid Choice Project
</li><li>Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position
</li><li>Perform other duties as assigned by Management
</li></ul>Minimum Requirements
<ul><li>High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.</li><li>Ability to speak, read, and write in English and Spanish fluently
</li><li>Prior work experience in customer service, data entry and or data processing
</li><li>Experience working with MS office applications (Excel, PowerPoint &amp; Word) 
</li></ul> 
 
Preferred Requirements
 
<ul><li>Intermediate to advanced proficiency with MS office applications (Outlook, Excel, PowerPoint &amp; Word)</li><li>2+ years of experience in customer service or related position
</li><li>Experience with New York Medicaid
</li></ul>#NYMC #NYMCCSR #LI-Onsite
EEO Statement
 
 
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
 
 
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Accommodations
 
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.com .
Minimum Salary 
$19.00
Maximum Salary 
$21.00</div>

Bilingual Customer Service Representative I (Spanish) - Lower Manhattan, NY

Stafford Communications Group

<div>Description:

Be The Next
Customer Care Specialist (Bilingual German/English) - Remote 
 
Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.
Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Care Specialist, you will contribute to Premier NX&rsquo;s success by meeting our client&rsquo;s service levels.
Come join us!
SUMMARY: We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email and live chat. The Specialist will assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently.
Hours of Operation: We provide support to our client from Monday through Friday with shifts between 7:00AM &ndash; 3:00PM EST or 8:00AM &ndash; 4:00PM EST. Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated.
Key points of the role:<ul><li>
Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer.</li><li>
We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed.</li><li>
This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule.</li><li>
Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward.</li><li>
Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding.</li><li>
We consider our representatives on this product a team working together to address the questions, concerns and issues</li><li>
Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be.</li></ul>
KEY RESPONSIBILITIES:<ul><li>
Answer incoming phone calls, live chats, and respond to written communication.</li><li>
Troubleshoot any issues related to the consumer product.</li><li>
Assist consumers with order inquiries, product information, and shipping updates.</li><li>
Process refunds and replacements accurately and efficiently,</li><li>
Make recommendations based on consumer&rsquo;s needs.</li><li>
Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.</li><li>
Deliver a high-quality, empathetic customer experience across all channels.</li><li>
Manage multiple systems and tasks simultaneously in a fast-paced environment.</li><li>
Continually maintain working knowledge of all company products, services, and promotions.</li><li>
Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.</li></ul>
Requirements:

QUALIFICATIONS:<ul><li>
Fluent in German and English (written and spoken).</li><li>
Ability to multitask and navigate multiple systems efficiently.</li><li>
Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.</li><li>
Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.</li><li>
Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.</li><li>
Previous customer service experience preferred.</li></ul>
EDUCATION and/or EXPERIENCE:<ul><li>
College degree preferred with minimum of 3 years customer service experience.</li><li>
Strong computer experience working on multiple software programs.</li><li>
Consultative customer service skills: ability to analyze a customer&rsquo;s situation and present a solution.</li><li>
Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment.</li><li>
Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media &amp; chat).</li><li>
Must be authorized to work in the US without sponsorship.</li></ul>
Together, we can offer endless possibilities! What is next for you?</div>

Customer Care Specialist (Bilingual German/English) - Remote

Explore 498+ Call center representative in New York this April. Find roles across top companies and apply now to boost your career.