Bilingual Customer Service Representative

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted.

About 360 Management LLC:
At 360 Management LLC, we believe in delivering excellence through innovation, dedication, and people-first values. With a strong commitment to supporting our clients’ missions, we specialize in providing administrative and operational solutions that make a measurable impact.
We are a team driven by integrity, collaboration, and accountability. Our work in the healthcare and enrollment services industries reflects our passion for helping people access the resources they need. By joining 360 Management LLC, you become part of a community that values growth, professional development, and supporting employees in achieving their career goals.
Our mission is simple: to create opportunities, enhance efficiency, and build trust with every client and employee relationship. If you’re looking to join a fast-growing, mission-driven company where your work makes a difference, 360 Management LLC is the place for you.

Job Title: Bilingual Customer Service Representative
Location: Remote ( Must live in Pennsylvania )
Department: Pennsylvania Independent Enrollment Broker
Work Hours: 9:30 am – 6:00 pm, Monday-Friday
Training: 8:30 am – 5:00 pm for 4 weeks

About the Role:
We are seeking a dedicated Bilingual Customer Service Representative to support the Pennsylvania Independent Enrollment Broker (IEB) program. In this vital role, you will help Pennsylvania residents access important waiver and enrollment services by providing clear information, compassionate guidance, and excellent bilingual customer support in English and Spanish.

Your Impact:
As a Customer Service Representative, you will:

• Respond promptly to inbound calls and emails in both English and Spanish.
• Provide accurate, unbiased information about Pennsylvania’s waiver programs.
• Conduct eligibility screenings and guide callers to appropriate services.
• Schedule and confirm intake appointments for applicants.
• Document customer interactions and outcomes in MAXeb accurately and efficiently.
• Maintain knowledge of program policies, procedures, and resource materials.
• Treat all callers with professionalism, empathy, and cultural sensitivity.
• Identify, document, and escalate urgent or complex cases.
• Follow up on problematic or unresolved situations to ensure continuity of support.
• Perform additional tasks or special assignments as requested by management.

These responsibilities are not meant to be all-inclusive; additional tasks may be assigned.
Minimum Qualifications:

• High school diploma or equivalent (GED).
• Proficiency in both Spanish and English (written and spoken).
• Strong communication, organizational, and customer service skills.
• Sensitivity to the needs of individuals with disabilities and diverse backgrounds.
• Computer literacy including email, data entry, and call center software systems.
• Ability to multitask under pressure in a high-volume environment.
• Successful background clearance: criminal, child abuse, and Med Scan (no record for past seven years).
• No current or prior affiliation with OLTL providers.

Standout Qualifications:

• Three years of customer service and/or human services experience.
• Knowledge of Pennsylvania Home and Community-Based Services (HCBS) programs.
• Familiarity with medical or assistive technology.
• Experience de-escalating challenging interactions and problem-solving effectively.
• Prior call center or enrollment experience.

Physical Requirements:

• Ability to sit or stand for extended periods while using a computer and phone.
• Frequent hand and finger use for data entry and documentation.
• Clear verbal and auditory communication for phone and video calls.
• Ability to lift up to 25 lbs. for handling office or computer equipment.
• Visual acuity sufficient for computer-based work.

Why join us?
At 360 Management LLC, we know people are out greatest asset. You’ll be part of a team that values:

• A supportive, collaborative work environment
• Professional development and growth opportunities
• Meaningful work that directly helps individuals and families access care and services
• A mission-driven culture that prioritizes quality, teamwork, and impact.

Pay Range:
$16.75/hr.
After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization.

Equal Opportunity Employer Statement
360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application or hiring process, contact our Human Resource team at [email protected] .