Job description

Customer Support Representative | PR

Details

Location: Puerto Rico | Office: Remote

About Us

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

Position Overview

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Benefits

$13.50 USD per hour.
Work from home.
Computer equipment.
Great culture.
Growth opportunities.
Attendance bonus (subject to change).
Referral bonus (subject to change).

Primary Responsibilities

Inbound & outbound calls, English and Spanish
Scheduling reservations for transportation to healthcare appointments;
Checking on the status of those transportation reservations;
Interaction not only with health plan members but also with transportation providers and healthcare facilities;
Routing calls to internal teams that specialize in questions related to billing, benefit balances, and other general account issues.

Required Education and Experience

High school diploma or equivalent.
1+ year of customer service experience in a fast-paced environment.
Experience with Medicaid, Medicare, and NEMT (Non-Emergency Medical Transportation) guidelines.
Knowledge of health insurance programs and benefits.

Skills

Outstanding problem-solving skills and ability to maintain professionalism in a high-stress environment.
Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in person, via email, and over the phone.
Positive and helpful attitude.
Exceptional interpersonal skills and conflict resolution ability.
Ability to work independently and/or with a team.
Basic computer skills: proven ability to navigate multiple windows/tabs, copy/paste, and accurately type 35 words per minute.
Flexible with the ability to adapt to changes in business, strategy, and technology.
Ability to empathize with the customer and/or customer’s guardian.
Must be able to work with geographically and culturally diverse populations and personalities.

Required profile