• Bilingual Spanish Customer Service Representative

    Cognosante Mc Lean, VA 22102

    Job #1993176930

  • 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 two years call center customer service experience

    • Ability to speak, read and write in fluent Spanish

    • 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.

    Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

    Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.

    Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.