Bilingual Sales Operations Service Agent (Mandarin/Cantonese

The Sales Operations Service Agent is responsible for supporting the Sales Operations Service Center by ensuring that brokers/agents and their uplines receive exceptional customer service. The Sales Operations Service Agent fields phone and written inquiries from Brokers/ Agents and their uplines. The Sales Operations Service Agent also works alongside other members of the Sales Operations Management team to address service-related projects as required. This role demonstrates the highest standard of quality service, commitment and courtesy in dealing with both internal and external customers. **Duties & Responsibilities:** - Provides high quality on-line and telephone assistance to all customers including brokers/agent and their uplines - Provides high quality handling of customer inquiries, via mail, e-mail and chat sessions - Resolves inquiries and issues relating to all aspects of broker/ agent business: - Broker/Agent questions and issues regarding member eligibility, benefits, claims process, as well as product questions and various other customer support functions - Broker/Agent questions and issues regarding onboarding, recertification and commissions, - Makes recommendations to management concerning problems, problem trends and process improvement - Maintains an open exchange of information with internal and external customers - Works with the Quality Assurance team to understand, track and trend quality performance issues - **Works a flexible schedule including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period and during unforeseen business disruptions** - Additional duties as necessary **Minimum Qualifications:** - High school diploma or GED from an accredited institution - Experience providing quality service across a broad range of business topics - Telephonic customer service experience including handling of escalated calls **Preferred Qualifications:** - Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook - Conflict resolution experience - Experience handling complex situations and/or projects - Healthcare industry experience **Compliance & Regulatory Responsibilities: Noted above** **License/Certification: N/A** WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified. If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC. [Know Your Rights](http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment…