[Hiring] Remote Call Center – Bilingual (English & Spanish) CSR @Alivi

Role Description

An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to the Members of our health plan partners address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills, empathy, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members.

• Assist inbound inquiries from health plan members and representatives regarding the transportation services offered through our health plan partners.
• Actively listen and respond quickly and professionally to all customer calls.
• Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey.
• Follow all HIPAA and compliance protocols to ensure the protection of all members' protected health information (PHI).
• Escalate transportation and customer service concerns to contact center leadership team.
• Complete Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score.
• Complete and sign all compliance courses.

Qualifications

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
• Must be able to sit for 8 hours or more a day.
• Must be able to wear a headset for a minimum of 8 hours a day.
• Excellent written, communication, and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s.
• CSRs are required to be on camera during all training and meeting sessions.
• Must be able to adapt to high and fast-paced call volume.
• CSR’s must comply with attendance and punctuality expectations (PTO Policy).
• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members).
• Fully bilingual: English/Spanish only.

Requirements

• BYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listed.

Competencies

• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

How We Behave: Our Core Values

• Collaborative: We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions.
• Entrepreneurial: We are personally committed, and hunger for Alivi’s success; We show passion and do more with what we have; We don’t give up, and always find ways to get the job done.
• Dynamic: We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles and projects.

Key Performance Indicators

• Customer Satisfaction Score (CSAT) ≥ 95%: Measures customer satisfaction from post-call surveys.
• Calls Per Hour (CPH) ≥ 8.5: Average number of calls handled by the agent per hour logged in.
• Average Handle Time (AHT) Within 5 minutes: Total time spent per customer interaction (talk + hold + wrap-up).
• Occupancy % ≥ 80%: Percentage of time agent was servicing calls and/or available to service calls.
• Call Quality Score ≥ 95%: Based on QA reviews for professionalism, accuracy, and adherence to script.
• Adherence to Schedule ≥ 92%: Measures how well agents follow their assigned shifts and breaks.
• Attendance Rate ≥ 98%: Tracks presence and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month point system.