[Hiring] Bilingual Customer Service & Appointment Coordinator @SCOUT Solutions

Role Description

Benjamin James Insurance Solutions LLC is an independent health insurance agency helping individuals and families find affordable ACA Marketplace plans through the Virginia Insurance Marketplace. We are seeking a Bilingual (English/Spanish) Customer Service & Appointment Coordinator to manage incoming calls, assist clients with their applications, and schedule appointments with licensed agents. The ideal candidate is friendly, organized, tech-savvy, and passionate about helping others understand their health coverage options.

• Answer inbound calls from new and existing clients in English and Spanish.
• Provide excellent customer service by listening attentively and showing empathy.
• Help clients with portal or application login issues, document uploads, or verification challenges.
• Collect and verify personal information to locate or create client accounts in the system.
• Pre-qualify clients by asking guided questions to understand their health coverage needs and preferences.
• Schedule follow-up appointments for licensed agents to review plan options.
• Keep detailed and accurate call notes, ensuring all customer information is organized and secure.
• Occasionally assist during agent-client meetings as a translator (English ↔ Spanish).
• Perform basic data entry or follow-up calls/emails to confirm appointments.

Qualifications

• Fluent in English and Spanish (spoken and written).
• Previous experience in customer service, call center, or administrative support preferred.
• Excellent communication and active listening skills.
• Organized and detail-oriented; able to manage multiple calls and tasks at once.
• Comfortable using technology (CRM, scheduling tools, basic spreadsheets, etc.).
• Professional, patient, and empathetic demeanor.
• Must maintain confidentiality of all client information (HIPAA awareness is a plus).
• Reliable internet connection and quiet work environment.