Summary: The Bilingual Customer Service Representative is responsible for handling incoming and outgoing calls in response to member and plan needs.
Essential Duties and Responsibilities include meeting all Customer Service Representative 1 expectations, and the following:
- Proficient in both English and Spanish, displaying a strong understanding and clear translation of CTS policies and procedures
- Accept additional call volume from internal transfers, for special call handling skills
Non-Essential Duties and Responsibilities include the following. Other duties may be assigned.
No non-essential duties and responsibilities have been assigned.
Not normally required to supervise other employees.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This individual must be bilingual in English and Spanish.
Education and/or Experience:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Bilingual a plus.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to computer rate, ratio, and percent.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
The ability to understand basic computer skills such as; data input into computer screens.
Scope of Responsibility:
Duties are generally prioritized, allowing incumbent to perform independently, with intermittent close supervision, in conformance with written instructions, established schedules, and pre-determined priorities. Problems not clearly defined by written directives or instructions are reviewed with supervisor to determine course of action.
Functions performed require the ability to communicate involved information with other employees or general public under conditions where basic understanding or sensitivity may be required to effectively promote and maintain relationships.
Certificates, Licenses, Registrations:
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Note: Regularly – more than 2/3 of the time, Frequently – 1/3 to 2/3 of the time, Occasionally – less than 1/3 of the time
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MANDATORY TRAINING REQUIREMENT:
- Training Dates: Monday 03/11/19 – Friday 03/22/19
- Training Hours: 8am-5pm each day with a 1-hour unpaid lunch break. WORK SCHEDULE
- Following the Training Program, new hires will work an 8-hour shift plus a half-hour unpaid lunch (total shift will be 8 1/2 hours). The 8 1/2-hour work shift will be the same each day and occur between the hours of 7am-8pm, Monday – Friday, could be adjusted by department as needed. CTS offers a competitive, performance based, salary and fringe benefits program.
- **No exceptions will be made for the training dates or times***
CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Only qualified candidates selected for interview will be contacted.