Customer Service Representative

Bilingual Customer Service Representative

At Gallagher Benefit Services, you're a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it's shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We're a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you're looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.

Overview Part D Advisors (PDA) is a custom solutions provider that recovers lost funds and generates future savings in healthcare costs without compromising member benefits or increasing premiums. With a breadth of experience in both Retiree Drug Subsidy (RDS) administration and Dependent Eligibility Verification (DEV) services, we've collected more than $1 billion in subsidies for our RDS customers and produced an average ROI of $14 to $1 for DEV clients.

The Bilingual Customer Service Representative is responsible for providing high-quality support services by managing incoming telephone calls, emails, mailings, and other electronic communications from clients and their participants. This role requires professional and effective communication, particularly in both Spanish and English, and involves handling sensitive and confidential information with accuracy and discretion. The representative will also manage documentation using proprietary software and document management systems.

How You'll Make an Impact

This position is onsite located in Livonia, Michigan. This position's hourly rate is $17.50 an hour. Demonstrate fluency in reading, writing, and speaking both Spanish and English. Respond promptly and professionally to incoming calls and participant inquiries using approved scripts and guidance; escalate complex or irate calls to senior staff as needed. Retrieve and respond to voicemail messages from survey participants, logging relevant information into the REV system. Conduct outbound calls to gather missing or unclear survey responses. Acquire and apply knowledge of client-specific eligibility rules and documentation requirements. Review and enter participant verification forms and REV portal responses, updating demographic information as needed. Efficiently scan and organize large volumes of paper documents, ensuring image clarity and proper grouping of participant responses. Assist with client mailings, including printing, stuffing, posting, mail merging, and preparing custom forms and postcards; identify and correct incomplete or inaccurate address information. Maintain strict confidentiality of all participant data and communications. Handle incoming calls from Spanish-speaking and other Latin American participants. Occasionally perform front desk reception duties, including greeting visitors. Perform additional duties as assigned or as business needs evolve.

Skills and Attributes :

• Fluent in Spanish and English, with the ability to translate and accurately process bilingual survey information.
• Strong communication and customer service skills.
• Proficient in Microsoft Windows and Office Suite; comfortable learning and using various software applications.
• Capable of operating and maintaining basic office equipment, and reporting issues when necessary.
• Collaborative team player with flexibility to support various projects.
• Exceptional attention to detail and data entry accuracy.
• Ability to handle confidential information securely and professionally.
• Possess and demonstrate excellent data entry skills.
• Must be very attentive to details and exceptionally accurate.
• Must be able to handle confidential and sensitive information securely and appropriately.

About You

Required : High school diploma and a minimum of 1 year of customer service experience. Strong typing and basic computer skills.

Preferred : Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word. Fluent in reading and writing in both Spanish and English.

Behaviors :

Compensation and Benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market / geography, complexity or scope, specialized skill set, lines of business / practice area, supply / demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve : Medical / dental / vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include : Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more...

The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We Value Inclusion and Diversity

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.