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Job Details

Requisition Number 14-0038
Post Date 1/17/2014
Title Bilingual (Spanish) CSR
Status Full-time
City Nashville
State TN
Description

Faneuil Inc. is a dynamic, fast paced, exclusive staff provider and we are looking for truly the best bilingual (English/Spanish) Customer Service practitioners in the Nashville, TN area. We want smart, fun, hard working, ethical, driven professionals who love talking to people. When we find the right people, we offer them great pay, a professional environment, and a great place to build or rebuild your career. For information on who we are, please visit http://www.faneuil.com
 
As a top professional, you desire an employer who recognizes and appreciates your talent, education, and professional credentials. You want great pay and a place where you can make an active contribution. We also know that you want to test your skills in a challenging yet rewarding career that offers the real promise of career and salary growth.

Final candidates for this position will need to successfully complete a background investigation.

PURPOSE OF POSITION
Under general supervision, Bilingual (English/Spanish) Member Services Representative (Tier I) will respond to inbound general inquiries from consumers regarding the TennCare and CHIP Programs.  The Agent will educate consumers regarding eligibility and the enrollment process, as well as respond to inquiries generated by marketing campaigns and through multiple communication channels, including telephone, email and web chat channels in English and Spanish.  Following the enrollment period, Customer Service Agent will continue to assist consumers with questions and informational requests.

PRINCIPLE DUTIES AND RESPONSIBILITIES
•Responds knowledgably, accurately, and courteously to a variety of general customer inquiries regarding Exchange benefits and services, including available plan options, eligibility criteria, the enrollment process, etc. 
•Demonstrates a clear understanding of customer needs, also recognizing that many callers are likely to have little knowledge of the Programs or its purpose.
•Determines the appropriate courses of action in response to customer needs by completing, initiating or escalating transactions as appropriate.
•Demonstrates continuous, sincere interest in providing exceptional customer care.
•Exercises independent thinking in meeting customer expectations
•Combines knowledge of TennCare and CHIP Programs, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the client's image.
•Documents transactional details accurately and provides appropriate follow-up.
•Identifies and reports problems such as system, traffic back-up, or telephone access failures.
•Demonstrates a commitment to learning quickly and effectively applying knowledge, also working proficiently under time constraints.
•Demonstrates a commitment to supporting a productive, positive work environment.

*CB

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

***CANDIDATES MUST BE ABLE TO FLUENTLY READ, WRITE, SPEAK, and TRANSLATE ENGLISH and SPANISH to QUALIFY
•High School Diploma, GED, or Equivalent
•Six months prior call center or customer service-related experience preferred.  Prior experience in a healthcare contact center is highly desirable.
•Knowledge of computer (pc) and internet applications
•Knowledge of Microsoft Office applications
•Excellent telephone tact and diplomacy
•Excellent written, verbal and interpersonal skills, including correct usage of grammar and terminology, in communicating with supervisors, peers and customers
•Proficiency in keyboarding/data entry (minimum 45 wpm)
•Well-developed time management skills
•Dependable, accurate and detail-oriented

APPLYING FOR THIS POSITION
If you apply for this position, you will receive an automated email from our Applicant Tracking System confirming the receipt of your application. This email is generated within 30-60 minutes. If you do not see the email in your Inbox, PLEASE check your spam and junk mail folders. Receipt of this email CONFIRMS that we have successfully received your application.

To check the status of your application, please log into your Account to see your Application Status. Please allow 2-3 days after applying for your application to be reviewed and updated.

ADA Compliance

Physical Ability
Ability to communicate orally with management, and other co-workers, both individually and in front of a group is crucial.  Regular use of the telephone and e-mail for communication is essential.

Sitting for extended periods is common.  Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.

Heavy lifting may be required.  Exertion of up to 50 lbs. of force occasionally may be required.  Good manual dexterity for the use of common office equipment.

Sensory Requirements
Some tasks require oral communications ability and visual perception and discrimination.

Environmental Factors
The job is performed indoors in a traditional office setting.  Activities include extended periods of sitting and extensive work at a computer monitor.

 

Faneuil, Inc. is an Equal Opportunity Employer.  In compliance with the Americans with Disabilities Act, Faneuil, Inc. will provide reasonable accommodation(s) to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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