Position:
Reports to Team Leader/Manager
Location:
Quito, Ecuador
About Workers Benefit Fund
Workers Benefit Fund is a socially progressive for-profit startup company looking for energetic, personable individuals, with a passion for social equality.
At Workers Benefit Fund we are always looking for experienced and innovative team members that are excited about leveling the playing field for everyone in the new gig economy workforce, and low income workers.
Our goal is to give access & provide benefits to these new 100 million strong non-traditional workers who don't have access to corporate benefit plans or traditional benefits.
Our mission is to connect individuals and families in need to the benefits they could qualify for and close the benefit access gap so that low-income individuals and families can use these services for their well-being.
Essential Job FunctionsManage volume of inbound and outbound calls, emails, SMS and chats with knowledge and efficiency.
Emphasis on making a high volume of outbound calls with strong results
Follow company guidelines and procedures for communications with minimal supervision.
Recommend improvements to company processes for efficiency.
Maintains high quality with every interaction and is professional and friendly with every customer or prospect.
Determining the quickest, most effective ways to answer a customer's questions.
Escalating customer issues and concerns, when necessary.
Troubleshooting common issues with products or services.
Working with other departments to find appropriate solutions to problems.
Upholding the WBF standards of respect, fairness and quality.
Ability to communicate coherently with clients of different socioeconomic and ethnic backgrounds.
Executes the company mission to communicate consistently, provide thorough service, and present the prospect of affordable healthcare to all clients.
Competent using various systems such as Salesforce, Microsoft Word, Excel, Google Docs, Google Sheets, and other software or CRM programs.
Plans, organizes and coordinates client schedules both independently and accurately.Innovative in thought and open to taking on projects assigned by management.
Bilingual Capabilities, Fluent in English and Spanish is a must (B1/B2 or higher)
Duties as assigned.
Full-time - Daytime and evening shifts available
Work - In Office
Job Type:
Full-time
Schedule:
8 hour shift
Monday to Friday
Education:
High school or equivalent (Preferred)
Experience:
Customer Service: 1 year (Preferred)
Call Center: 1 year (Preferred)
Language:
Spanish (Required = B1/B2)
English (Required)
Description of a day:
Big Picture:
Team members are expected to take any inbound call that rings to them, and to place outbound calls (from an assigned list) anytime that they are not busy with inbound as well as process emails or other work that is assigned to them.
Driver Calls:
You will be trained on the Drivers Benefits program and will take inbound calls to service drivers with the full spectrum of our assistance, and will be expected to pivot calls to achieve our goals such as Drivers Benefits activation, program utilization, and healthcare enrollment.
They will also place outbound calls to drivers with a focus on screening drivers for healthcare enrollment eligibility, and transferring them to enrollers when possible.
BeneStream Calls:
In addition, you will be trained on the BeneStream healthcare services and will take inbound calls from New York City based clients.
Most of these calls will be people looking to check eligibility to enroll themselves or their dependents on public health insurance via Medicaid or CHIP.
There may be some outbound calls assigned from the BeneStream client population, but most of the activity is likely to be inbound.
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