Customer Service Representative - Social Care Network (SCN)

Outsourcing Staffing Advantage is seeking a Customer Service Representative who serves as the primary point of contact for members, providers, vendors, and community partners contacting the Social Care Network (SCN). This position is responsible for providing exceptional customer service, responding to inquiries, resolving concerns, documenting interactions, and ensuring that all calls are handled professionally and efficiently.

Responsibilities

• Answer incoming telephone calls in a courteous, professional, and compassionate manner.
• Respond to questions regarding SCN services, eligibility, referrals, and program processes.
• Serve as the primary contact for member concerns, complaints, and service-related issues.
• Document all customer interactions accurately and completely.
• Escalate complex issues to the appropriate SCN staff member for resolution.
• Follow up with members, providers, vendors, and referral sources as needed.
• Maintain a high level of professionalism and confidentiality at all times.
• Receive and document member complaints.
• Coordinate with internal departments and vendors to investigate concerns.
• Monitor complaints through resolution and ensure timely follow-up.
• Maintain records of complaints and resolutions in accordance with program requirements.
• Perform general clerical and administrative duties in support of the SCN program.
• Assist with data entry, scanning, filing, and document management.
• Prepare correspondence, reports, and other program documents.
• Monitor shared email inboxes and respond or route messages appropriately.
• Assist with special projects and operational tasks as assigned.
• Communicate professionally both verbally and in writing.
• Represent the organization in a courteous and service-oriented manner.

Required Qualifications

• Minimum of 2 years of customer service experience, preferably in healthcare, Medicaid, social services, or a call center environment.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to remain calm and professional when handling difficult situations.
• Strong attention to detail and accuracy.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and general computer applications.
• Experience working with electronic databases or case management systems is preferred.
• Bilingual (English/Spanish).

Preferred Qualifications

• Exceptional customer service and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to maintain confidentiality and handle sensitive information.
• Excellent time management and organizational skills.
• Ability to work independently while contributing to a collaborative team environment.

• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekly incentives based on performance.
• Weekends off.
• Hiring bonus.
• Loyalty Bonus
• Annual Performance Salary Review Increases up to 10%
• Paid Breaks
• Growth opportunities.
• Referral bonus.
• National holidays pay double the hourly rate.
• US holidays off when applicable.
• Best work environment in Santiago.
• Morning shift available.
• Back-office positions.
• Paid Breaks
• Annual Performance & Salary Review
• Loyalty Bonus