Bilingual Customer Service Representative

COMPANY OVERVIEW

Founded in 2002, Request A Test is an ecommerce small business committed to providing nationwide, affordable, and convenient direct to consumer lab testing with outstanding customer service. We are proud to be a market leader in an ever-changing industry with tremendous growth opportunity. As a multi-year Weatherhead 100 award recipient, Request A Test has been recognized as one of the fastest growing companies in Northeast Ohio. Our team is passionate about the services we provide and the impact we make on our customers’ lives. Join our dynamic workplace that offers a positive, collaborative, and innovative work environment. If you like to win with purpose and are committed to excellence, then consider our Bilingual (English/Spanish) Customer Service Representative position.

THE ROLE

We are looking for an empathetic, reliable, multi-tasking, and problem-solving Bilingual (English/Spanish) Customer Service Representative who has a sincere desire to help others empower themselves and simplify their health journey. In this role, you will assist our customers via phone with sales and services inquiries, discuss alerts regarding results, problem-solve customer issues with our lab vendors, and assist with day-to-day operations of the business. You will work closely with a team of experienced trainers to be fully onboarded within 3 months of hiring.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Manage approximately 30-35 incoming calls daily to assist customers with placing orders, setting up accounts, answering questions, and resolving concerns.

· Review and upload test results and occasionally call customers regarding alert results.

· Monitor and follow up on orders that are time sensitive or require additional attention.

· Process online orders and order approvals.

· Assist with customer service email inquiries in English and Spanish.

· Monitor statuses of certain tests to maintain our service level agreements (SLAs).

· Document interactions and report new concerns to leadership.

· Adhere to HIPAA regulations as related to the handling of private and sensitive medical information.

· Work on special projects in different focus areas (marketing, finances, IT, operations, human resources).

· Other duties as assigned.

REQUIREMENTS FOR SUCCESS

· Perform the above duties with efficiency and minimal errors while maintaining a positive and professional attitude.

· Punctual and reliable with a strong work ethic.

· Ability to accept feedback to understand one’s areas of opportunities and use that feedback toward continuous improvement.

• 2 years’ customer service experience preferred and experience in a medical related field is a plus.
• Comfortable using a computer for daily operations and has basic working knowledge of Microsoft Outlook, Word, and Excel.
• Excellent interpersonal, verbal, and writing skills in English and Spanish; strong communication with attention to detail.
• Open minded and receptive to feedback.
• Adheres to and upholds Request A Test’s Code of Conduct

ADDITIONAL INFORMATION

• $20-$24 Hourly ($42,000-$50,000 annual compensation).
• Bonus opportunities available with increased targets over time.
• Full-time, in office position (Brecksville, OH).
• 2 evenings (11am-8pm) weekly.
• Half day Saturday (9am-1pm) twice monthly.
• Overtime is irregular but occasionally required.
• Benefit options include Medical, Vision, Dental, and 401(k) plan with Company Match.
• Paid Time Off and Sick Time provided.
• Paid holidays.
• A fun and rewarding work environment with social activities and amazing colleagues.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Phone Customer service: 2 years (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Brecksville, OH 44141 (Required)

Work Location: In person