Palco, Inc.

Customer Service Representative - Bilingual

Palco, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Junior

About the role

  • Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution.
  • Demonstrates effective communication and documentation in Palco software to support program enrollment and guidelines.
  • Responds to inquiries about Palco services, how to enroll on the program, and program guidelines and requirements.
  • Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
  • Assists individuals in completing paperwork or understanding Program requirements.
  • Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
  • Ensures privacy of our customers remains the utmost importance.
  • Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
  • Recognizes the need for additional services required by the caller.
  • Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
  • Conducts follow-up phone calls for quality and satisfaction.
  • Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
  • Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
  • Requires additional duties as assigned.
  • Reports directly to the Customer Service Supervisor.
  • Adhere to all remote work policies and procedures.

Requirements

  • Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance.
  • One year of experience performing customer support activities, preferably in a call center.
  • Working knowledge of contact with the public and telephone; modern office procedures and methods.
  • Good verbal and written communication skills.
  • Ability to electronically document records to a web-based chart.
  • Intermediate skills with Microsoft Office, email and internet.
  • Good problem-solving and listening skills.
  • Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
  • Skill in the operation of a variety of office equipment, including computer and networks.
  • CRM experience and/or Medicaid experience a plus.
  • Bilingual (English/Spanish/Ukraine/Russian) skills required.