Job Description
💼 What You’ll Do
As a Bilingual Customer Service Representative, you’ll be the first point of contact for our customers — delivering an exceptional experience every time. In this role, you will:
✅ Handle inbound and outbound calls with professionalism, care, and attention to detail.
✅ Update policy information and ensure accuracy in our systems.
✅ Stay up-to-date on products, processes, and regulations to provide the best service possible.
✅ Use active listening skills to understand customer needs, clarify questions, research solutions, and provide clear answers and alternatives.
✅ Build strong relationships with customers by going the extra mile to support them.
✅ Document every interaction so we can continuously improve.
✅ Work collaboratively with your teammates to meet individual and team goals.
✅ Share your ideas to improve processes — we want your input!
Scheduled hours may range from 8am-8pm Eastern daily
Responsibilities
- Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls in a timely manner
- Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
- Effectively and efficiently communicate with customers
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
- Adherence to schedule and excellent time management skills
- Provide suggestions for improvement of current processes to management
Qualifications
Required Qualifications
- High school diploma or equivalent obtained.
- Bilingual in English and Spanish
- PC Technological skills - proficiency in Windows based systems and/or mainframe systems.
- Microsoft Office Experience
Preferred Qualifications
- Previous call center experience
Professional Qualifications
- Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
- Demonstrated decision making skills.
- Flexible/Open to change - ability to adapt positively to changing business needs.
- Focus on results - Proven ability to set and meet aggressive goals.
- Strong phone and verbal communication skills along with active listening
- Excellent communication skills
- Ability and willingness to learn.
- Attention to Detail and Organization
Estimated hourly wage range - $15.00 - $18.50
What We Offer
EXL Health offers an exciting, fast paced, and innovative environment, which brings together a group of sharp and entrepreneurial professionals who are eager to influence business decisions.
From your very first day, you get an opportunity to work closely with highly experienced, world-class Healthcare consultants.
You can expect to learn about many aspects of businesses that our clients engage in. You will also learn effective teamwork and time management skills - key aspects for personal and professional growth.
We provide guidance/ coaching to every employee through our mentoring program where in every junior level employee is assigned a senior level professional as advisors.
Sky is the limit for our team members. The unique experiences gathered at EXL Health sets the stage for further growth and development in our company and beyond.
