Customer Support Associate (Spanish Fluency)
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We’re Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.
Job Description
Summary
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Spark is looking for a Customer Support Associate In this role, you will assist health insurance agents with their inquiries and provide initial support to clients. Your role involves addressing basic issues, escalating complex cases, and ensuring a seamless experience for all stakeholders. You will work closely with internal teams to resolve our clients' problems.
You will report to the Customer Experience Manager and partner with them to create an exceptional experience to our growing customer base.
Please note this is a full-time hourly paid position with a pay range of $25.00 - $27.00 per hour.
Key Responsibilities
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- Support Agents and Clients: Provide first-level support to health insurance agents and clients through various communication channels, including phone, email, and chat.
- Triage Requests: Efficiently categorize and prioritize incoming requests to ensure timely resolution or escalation to appropriate departments.
- Issue Resolution: Address common inquiries related to contact and onboarding status, as well as, ad hoc requests from both internal and external customers.
- Documentation: Accurately document interactions and resolutions in the ticketing system.
- Feedback Loop: Gather feedback from agents and clients to identify areas for improvement in processes and services.
- Collaboration: Work closely with other departments to resolve complex issues and improve service delivery.
Skills Knowledge and Expertise
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- Competencies:
+ Strong communication skills, both verbal and written
+ Excellent problem-solving abilities
+ Ability to work independently and as part of a team
+ Proficiency in using ticketing software and other communication tools
+ Strong organizational skills with attention to detail
- Qualifications:
+ Previous experience in customer service or support roles, preferably in the health insurance industry
+ Fluency in Spanish is required
+ High school diploma or equivalent; additional qualifications in healthcare or insurance are a plus
Compensation
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Summary
Spark is looking for a Customer Support Associate In this role, you will assist health insurance agents with their inquiries and provide initial support to clients. Your role involves addressing basic issues, escalating complex cases, and ensuring a seamless experience for all stakeholders. You will work closely with internal teams to resolve our clients' problems.
You will report to the Customer Experience Manager and partner with them to create an exceptional experience to our growing customer base.
Please note this is a full-time hourly paid position with a pay range of $25.00 - $27.00 per hour.
Key Responsibilities
- Support Agents and Clients: Provide first-level support to health insurance agents and clients through various communication channels, including phone, email, and chat.
- Triage Requests: Efficiently categorize and prioritize incoming requests to ensure timely resolution or escalation to appropriate departments.
- Issue Resolution: Address common inquiries related to contact and onboarding status, as well as, ad hoc requests from both internal and external customers.
- Documentation: Accurately document interactions and resolutions in the ticketing system.
- Feedback Loop: Gather feedback from agents and clients to identify areas for improvement in processes and services.
- Collaboration: Work closely with other departments to resolve complex issues and improve service delivery.
Skills Knowledge and Expertise
- Competencies:
- Strong communication skills, both verbal and written
- Excellent problem-solving abilities
- Ability to work independently and as part of a team
- Proficiency in using ticketing software and other communication tools
- Strong organizational skills with attention to detail
- Qualifications:
- Previous experience in customer service or support roles, preferably in the health insurance industry
- Fluency in Spanish is required
- High school diploma or equivalent; additional qualifications in healthcare or insurance are a plus
