Bilingual Sales Operations Service Agent (Spanish and/or Mandarin/Cantonese

The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers.

Duties & Responsibilities

• Provides high quality on-line and telephone assistance to all customers including brokers/agent and their uplines
• Provides high quality handling of customer inquiries, via mail, e-mail and chat sessions
• Resolves inquiries and issues relating to all aspects of broker/ agent business:
• Broker/Agent questions and issues regarding member eligibility, benefits, claims process, as well as product questions and various other customer support functions
• Broker/Agent questions and issues regarding onboarding, recertification and commissions,
• Makes recommendations to management concerning problems, problem trends and process improvement
• Maintains an open exchange of information with internal and external customers
• Works with the Quality Assurance team to understand, track and trend quality performance issues
• Works a flexible schedule including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period and during unforeseen business disruptions
• Additional duties as necessary
  

Minimum Qualifications

• High school diploma or GED from an accredited institution
• Experience providing quality service across a broad range of business topics
• Telephonic customer service experience including handling of escalated calls
  
  

Preferred Qualifications

• Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
• Conflict resolution experience
• Experience handling complex situations and/or projects
• Healthcare industry experience
  
  

Compliance & Regulatory Responsibilities: Noted above

License/Certification: N/A



Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $48,600 - $65,960
• All Other Locations (within approved locations): $42,200 - $62,400
  
  

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

• The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.