• Schaumburg, Illinois
• Insurance
• $22.60 - $24.00
• Full Time regular employee
•  8 hours/day + Unpaid 30 min lunch time Shift 1: 8am – 4:30pm Shift 2: 9am – 5:30pm Shift 3: 10:30am – 7pm
•  New

Job Description

Position
Bilingual Customer Service Representative

Summary
The Bilingual Customer Service Representative serves as a vital link between us and our diverse customer base, delivering exceptional service and support in both English and Japanese. This role is responsible for addressing customer inquiries, resolving issues efficiently, and ensuring a positive customer experience across multiple communication channels. By leveraging bilingual skills, the representative enhances accessibility and strengthens relationships with customers from a Japanese background, contributing to customer satisfaction, loyalty, and overall business success.

Essential Duties
​​​​​​​Essential Functions of the Job:
•Responsible for providing quality service by accurately and respectfully responding to telephone, written and electronic inquiries from employees/members, provider and clients in a high-volume call center. Inquiries include a variety of topics such as benefits, eligibility, claim status, claim disposition and so on.
•This role requires the ability to seamlessly navigate multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone and to thoroughly/accurately document all inquiries and actions taken using application software applications while following Health Benefits guidelines.
 Job duties & responsibilities:
​​​​​​​•Seamlessly navigate multiple system applications, various resources and tools to professionally, accurately and respectfully respond to telephonic, written and electronic inquiries and concerns from employees/members, providers, clients and other interested parties.
•Follow documented processes/workflow to ensure customer satisfaction.
•Follow up regularly on outstanding issues to ensure timely resolution and client satisfaction.
•Thoroughly and accurately document all inquiries and actions taken using all applicable software applications while following Health Benefits guidelines.
•Refer unresolved/escalated inquiries to designated individuals/departments following established protocols.
•Consistently maintain schedule adherence and attendance.
•Utilize virtual communication tools to engage and support team members.
•Meet and sustain productivity and quality metrics.
•Communicate via telephone, email, electronic messaging, fax, or written letter with employees / members, providers of service, clients and/or other insurance carriers to ensure proper claim processing and issue resolution.
•Initiate outgoing calls or other service projects as assigned.
•May serve as mentor to new associates.,
•Other duties as needed/assigned.

Working Hours, Working style
8 hours/day + Unpaid 30 min lunch time
Shift 1: 8am – 4:30pm
Shift 2: 9am – 5:30pm
Shift 3: 10:30am – 7pm
Remote
​​​​​​​
Working Location
​​​​​​​Schaumburg, IL
Remote but possibly requred to visit the office for training and meetings as needed

Salary/Benefit
​​​​​​​$22.60 - $24.00 per hour

Holidays
確認中

Qualifications
​​​​​​​•​​​​​​​Must speak and write Japanese and Englich fluently.
•High school diploma or GED equivalent
•Minimum one (1) year previous customer service experience.
•Ability to work in a fast-paced, high demand, structured service-oriented environment
•Excellent verbal, written and interpersonal communications.
•Ability to effectively deal with problems in varying situations and reach resolution in a timely manner.
•Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between multiple systems/screens while on the phone.
•Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form
•Flexible, open to continued process improvements,
•Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word.
•Possess private, dedicated workspace free from distractions with secure, consistently reliable high-speed internet.
•Prior experience in a fast-paced call center preferred.
•Self-Funded Insurance/Benefits and/or TPA experience preferred
•Knowledge of medical procedure and diagnosis coding preferred.
•Knowledge of medical terminology preferred.
•Familiarity with Summary Plan Documents (SPDs)/Insurance Booklets or other benefit descriptive tools preferred.
•Experience working in a performance measured environment with quality metrics preferred.
•Previously lived in Japan as a citizen, not a visitor – preferred.
•Previous work experience in Japan preferred.
Competencies:
​​​​​​​•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.
•Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
•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.
 

Apply Now