• Act as initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates. • Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles. • Accurately document enrollment requests and status changes • Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone. • Maintain technical and program policy proficiency in the Iowa Family Care rules/guidelines and other related program policies. • Provide clear, complete, accurate, and objective information based on a full understanding of program requirements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Bilingual Remote Customer Support Specialist I, you will play a key role in delivering exceptional service to both internal and external customers. You will provide prompt, effective support while utilizing various software applications to resolve inquiries across multiple communication channels. The ideal candidate is a proactive problem-solver with a passion for helping others, strong communication skills, and the ability to remain calm under pressure. Job Responsibilities - Communicate with customers via phone, chat, SMS, and email to provide accurate and timely information on orders, promotions, shipments, product details, and returns. - Foster strong customer relationships to enhance retention and loyalty. - Work cross-functionally with internal teams to ensure seamless customer experience. - Meet individual and team performance metrics, including adherence, handle time, quality assurance, and attendance. - Serve as a brand ambassador by upholding company values and delivering outstanding service. - Apply coaching, feedback, and training to enhance performance and customer satisfaction. - Ensure the security and privacy of customer information. - Perform additional duties as required to support business operations. Requirements - High school diploma or GED. - 1-2 years of customer service or retail experience preferred. - Strong verbal, written, and interpersonal communication skills. - Ability to thrive in a fast-paced, dynamic environment while meeting performance expectations. - Proficiency in learning and using new software applications. - Excellent problem-solving and conflict resolution skills. - Strong attention to detail and ability to multitask effectively. - Reliable attendance and willingness to work a flexible schedule, including performance-based schedule bidding. - Fluent in English with strong typing skills (must meet minimum words-per-minute requirement). - Bilingual proficiency in Spanish. Work From Home Requirements - Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality. - Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system. Tablets and Chromebooks are not permitted. - RAM: Minimum of 16 GB. - Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup). - Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours. - Web Camera: Integrated or external webcam. - Mouse: External mouse required. - Cell Phone: Must have Wi-Fi capability and a charger. - Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed. Minimum speed: 50 Mbps download / 5 Mbps upload. Recommended speed: 100+ Mbps download / 10+ Mbps upload. - Power: Devices must remain charged at all times to avoid work disruptions. - Verification: All equipment and internet access are your responsibility and will be verified during onboarding. Benefits - 40% off employee discount at all Genesco retail locations and online. - Advancement opportunities within the first 6 months of employment. - Weekly pay. - Dental, Life, Medical, and Vision coverage and insurance. - 401K Contribution program. - Journeys and Genesco Scholarship programs. - Tuition and Student Loan Repayment assistance. - Employee Assistance – Mental Health, Financial Planning, and Legal Advice.

• Create detailed test plan templates, outlining requirements and documenting results. • Conduct testing across multiple servers, including development, cycle, staging, and live environments. • Communicate errors, compliance updates, and upcoming changes to various departments. • Balance workload across multiple policy administration systems.

• Interact with WM Customers via Multi-Channel Customer Service • Handle 60-80 contacts a day in a fast-paced environment • Use multiple applications, knowledge bases, tools, and calculators • Provide one call resolution for customer issues • Listen for cross sell opportunities • Establish customer accounts • Attempt to retain customers who call to cancel services • Complete cross training with Operations, Sales, and Billing