Bilingual Spanish Service Desk Representative (Tier I) with Security Clearance

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Job description

Security Clearance required: Public Trust Do you want to make a difference? Cognosante employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference? Come Join Our Team The No Surprises Help Desk (NSHD) at Cognosante supports the Department of Health and Human Services (HHS) at the Centers of Medicare and Medicaid Services (CMS) by providing a multi-tiered help desk fielding inbound phone and web-based inquiries and complaints from consumers and providers. What is the position? The Tier 1 Service Desk Representative plays a significant role on a fully remote team supporting the inbound calls for NSHD. As a Tier 1 SDR, you will assist customers by answering questions, assisting with filing a complaint or providing status updates to complaints. What will I get to do? As a Tier 1 Service Desk Representative, you will have the opportunity to showcase your exceptional customer service skills when speaking with consumers via a cloud-based telephony solution to answer general questions around billing protections and assist with filing complaints. You will be trained over a one-week instructor-led virtual training course followed by a one-week job shadow. You will be expected to performyourduties in a dedicated secure area withinyourresidence. A successful candidate will work in a coordinated team effort to appropriately identify the reason for their call, address all questions, and provide an accurate and efficient response. You should be customer-focused, polite, reliable, knowledgeable, and adaptable. The available shifts are: Tuesday - Saturday (Tuesday - Friday 10:45AM - 7:15PM ET & Saturday 8:45AM - 5:15PM ET)
Sunday - Thursday (Monday - Thursday 10:45AM - 7:15PM ET & Sunday 8:45AM - 5:15PM ET) What qualifications do I need? High school diploma or GED. Customer Service e xperience - Three or more years Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
Bilingual (Spanish) What additional characteristics will help me thrive? Proficient in the use of MS Office including Word, Excel and Outlook Able to work in a fast-paced environment Comprehensive reading and interpretive skills
Good written and oral communication skills Maintain professional telephone etiquette in a variety of situation
Able to work in a deadline-driven environment What We Offer Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office Compensation $17.20 - $20.60 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante's total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. What We Promise Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter wherethey're located around the nation, our innovative workplaces enable individuals to apply theirskills and experience to work toward a greater good. We foster a winning culture of solutioncreators built on innovation, collaboration, flexibility, and work-life balance.And we invest in thenext generation of diverse talent to foster an inclusive, progressive, adaptable workplacethat prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails We will never send communications through any other domain, We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at

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