• Bilingual Customer Service Representative

    CognosanteColumbia, MD 21045

    Job #1592312137

  • Security Clearance required:

    No clearance required

    Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

    Job Description

    Performs a variety of tasks which include responding to telephone, email, and written inquiries; opening, sorting, and scanning incoming mail; reviewing and processing applications; and adjudicating applications suspended for error resolution. Works with the customer to resolve complex issues; or, when necessary, refers issues to CSR II and Systems Coordinator for resolution. Works with a variety of operational and IT systems to perform duties as assigned.

    Required Qualifications

    • Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers (verified by a writing test)

    • Ability to control the pace, flow of the inquiry, and manage call time effectively

    • Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers

    • Ability to listen to, empathize with customers, and acknowledge their concerns

    • Ability to follow protocol and to apply sensitivity and discretion in handling confidential information

    • Ability to gather and document information to determine a customer's needs, apply problem solving skills, and resolve the inquiry/request effectively

    • Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner

    • Ability to use the web to search and retrieve information

    • Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment

    • Ability to take direction within a team setting and complete team-related work promptly

    • High School diploma or General Educational Development (GED) certificate

    • A minimum of one year call center customer service experience

    • English and Spanish language proficiency

    • Excellent customer service skills

    • Equivalent to a low risk public trust background investigation

    • Keyboarding proficiency

    Candidates that do not meet the required qualifications will not be considered.

    We're solving Americans' health and safety challenges with technology, innovation, and purpose.

    At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

    Cognosante was founded to address a critical gap in the health IT market-the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

    Every day, we help government agencies solve difficult problems. We're ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We're addressing the social determinants of health to remove barriers to healthcare access. And, we're proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We're also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

    Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

    Are you ready to make a difference in the lives of millions? Join us.

    Highlighted Benefits for Full-time Employees

    •Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance

    Cognosante is an equal opportunity employer (~~~) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email ~~~ . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to ~~~ and let us know the nature of your request and your contact information.

    T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

    COVID-19 isn't stopping our hiring process nor our business as (semi) usual. We're still reaching candidates, virtually and we're still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

    Quick tips on virtual hiring success:

    • Test your tech -make sure your internet connection and video conferencing program are both working prior to your interview.

    • Dress appropriately -dress for success and ensure your surroundings are tidy.

    • Be prepared -do your homework, rehearse your responses to key interview questions, and prepare your own questions.

    • Be personable -make eye-contact, smile often, and demonstrate enthusiasm for the role.

    • Remove distractions -engage with the interviewer by removing all distractions, including your smartphone.