Description

MUST BE BILINGUAL IN SPANISH AND LOCAL TO SOUTHERN CALIFORNIA

POSITION DESCRIPTION

Customer Service Representative

Bilingual Spanish

Position Title: Engagement Specialist

DIMENSION SCOPE: Interact with customers via inbound or outbound calls, or the Internet, for the purpose of enrolling them in self-management programs. Responsibilities include utilizing motivational interviewing* to assist customers who have been identified to have chronic illness to access their intrinsic motivational factors for gaining self-confidence in their ability to control their symptoms, better manage their health problems, and lead fuller lives.

PRIMARY DUTIES AND RESPONSIBILITIES:

Utilize a script-based dialogue to assist customers to access their intrinsic motivational factors for increasing control over their chronic conditions and leading fuller lives. Successfully register them in in-person or on-line self-management programs or a mailed tool kit to better manage their chronic illness.

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.

Responsible for achieving specific customer registration metrics and maximizing registration opportunities on each and every call.

Maintain broad knowledge of motivational interviewing, self-management products, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.

Place and/or receive customer inquiries that may require deviation from a script or registration flow process.

Document all call information and complete call logs accurately and timely.

Prepare and complete accurate data entry and update customer files in real-time.

Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer registrations.

Requirements

CANDIDATE PROFILE:

• Strong motivational interviewing and sales closure techniques, confidence in self-management products and advocate skills.

• Bilingual Spanish strongly Required.

• Strong communication, multi-tasking, empathic skills required.

• Courteous with strong customer service orientation.

• Strong computer navigation skills and PC Knowledge. Preference for individuals who have experience with SalesForce and eSpatial.

• Ability to learn.

• Ability to remain calm under pressure and work in a concise, clear and focused manner.

• Must be flexible with the ability to adapt to changes and think conceptually.

• Tolerance for repetitive work in a fast-paced environment

• Ability to work as a team member, as well as independently.

• Dependable with proficient attention to detail.

• Willingness to rotate shifts, as needed.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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