The Bilingual Call Center Services Agent assists members and potential members with their telephone requests, explains services, respond to problems, offers additional products and services and directs calls to the appropriate area. Essential Functions & Responsibilities: • Assists members and potential members with inquiries by providing accurate, courteous, timely and professional phone service. • Answers questions about products and services and processes member transactions with zero errors. • Directs calls to the appropriate area. Directs escalated issues to the next level of authority. • Demonstrates and identifies opportunities for needed products and services to members by utilizing skills that drive positive customer service results. • Maintains security and compliance for member confidentiality. • Interacts with others in a team oriented environment and consistently meets performance expectations. Experience: • Minimum 1 year of customer service related experience is required • Bilingual English/Spanish is required • Previous call center experience is preferred Education: • High School Diploma or GED is required