Remote Bilingual Sr. Customer Service Representative

We are seeking a Bilingual Senior Customer Service Representative (English/Spanish) to support a high-volume client services program. This role is responsible for assisting customers, providers, and stakeholders by delivering exceptional service, resolving complex inquiries, processing program transactions, and ensuring compliance with established policies and procedures.
This is a fully remote opportunity for candidates residing anywhere within the United States and is okay with EST.
Must be fluent in Spanish and English Key Responsibilities
Respond to inbound and outbound customer, provider, and stakeholder inquiries via phone, written correspondence, IVR systems, and workflow platforms
Provide accurate information regarding eligibility, enrollment, services, and program requirements
Investigate and resolve complex or escalated cases across multiple service channels
Research case histories and analyze information from multiple systems
Process enrollments, disenrollments, and other program transactions while meeting quality and compliance standards
Review and interpret customer, provider, beneficiary, and system data
Maintain current knowledge of program policies, procedures, and compliance requirements
Serve as a liaison between internal departments, health plans, and external partners
Support operational functions including contact center activities, research, forms processing, and related administrative work
Identify operational risks and proactively escalate concerns when appropriate
Provide feedback regarding training, performance, and process improvement opportunities
Recommend workflow and procedural enhancements to improve efficiency and accuracy
Review knowledge base materials and suggest updates as needed
Participate in audits, special projects, and organizational initiatives
Assist with training and knowledge-sharing activities
Build and maintain professional working relationships with internal and external stakeholders
Meet established productivity, quality assurance, and performance metrics
Protect confidential customer and program information
Perform additional duties as assigned
Minimum Qualifications
High School Diploma or GED required
Minimum 1 year of relevant professional experience required
Equivalent combination of education and experience may be considered
Fluent in both English and Spanish
Strong communication, problem-solving, and customer service skills
Ability to work independently in a remote environment
Comfortable navigating multiple computer systems simultaneously
Training Information
Training attendance is mandatory, and time off during training is not permitted.
Training Schedule:
Monday through Friday
8:00 AM to 4:30 PM EST
Training Duration:
4 weeks of classroom training
Followed by 2 to 3 weeks of nesting/on-the-job training
Important:
100% attendance is required throughout training and nesting
Candidates must have no preplanned time off during this period
Agents will be required to remain on camera throughout training and nesting
Failure to meet attendance requirements may result in termination
Work Schedule
Hours of Operation:
Monday through Friday
8:00 AM to 7:00 PM EST
Expected Shift:
Most likely 10:30 AM to 7:00 PM EST
Schedule subject to change based on business needs
Equipment & Internet Requirements
Equipment will be provided by the client.
Internet & Home Office Requirements
Candidates must have a reliable, high-speed internet connection.
Minimum Recommended Internet Speed:
50 Mbps download
20 Mbps upload
Internet Requirements:
Traditional wired internet service only
No cellular-based internet providers (including T-Mobile Home Internet, Verizon Mobile Internet, etc.)
Proof of internet speed will be required
Candidates may use:
Google Speed Test
Speedtest.net
to provide a screenshot of internet speed results upon request.
Choose 1st Choice — we care about our people, offer great benefits, and create real opportunities to grow. With 20+ years of nationwide staffing success, we're here to help you thrive. We’re an equal opportunity employer and welcome all qualified applicants.

Work arrangement
Yes