Customer Service Representative

We are looking for a Customer Service Representative to support a high-volume customer care environment. This long-term contract opportunity is ideal for someone who communicates clearly, handles inquiries effectively, and enjoys helping resolve customer concerns. The role is fully onsite five days a week for the first 3 months and offers the chance to work a hybrid work schedule thereafter. **Spanish fluency is a MUST for this position **

Responsibilities:

• Handle inbound customer calls with attentive listening, thoughtful questioning, and a solution-oriented approach to understand and address each concern effectively.

• Route inquiries to the correct team members when needed and coordinate with internal departments to help resolve service issues, complaints, or follow-up needs.

• Build working knowledge of company processes, services, and common transaction types to provide accurate information and dependable customer assistance.

• Keep Customer Care leadership informed of service disruptions, workflow concerns, or recurring issues that could affect customers, vendors, or business operations.

• Complete all assigned work in alignment with company expectations, training guidance, supervisory direction, and applicable regulatory requirements.

• Support cross-functional teams as needed by sharing information, assisting with service-related matters, and helping maintain smooth daily operations.

• Provide attentive assistance to insured individuals, injured workers, vendors, and other customers while maintaining a high standard of responsiveness and care.

• At least 1 year of call center or customer service experience is required.

• Strong verbal communication skills with the ability to listen carefully and respond clearly to customer needs.

• Experience handling a high volume of phone-based interactions in an organized and efficient manner.

• Ability to identify when an issue should be escalated and work effectively with multiple departments to reach resolution.

• Comfortable working onsite in Sacramento, California, five days per week.

• Spanish language skills are required.

• A college degree is not required; however, additional education is considered beneficial.